Manager, Technical Support

At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

As Twilio's next Manager, Technical Support, you will lead one of Twilio's Customer Support teams in LATAM. You will help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions.

Responsibilities:

• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management.
• Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback.
• Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA).
• Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.
• Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent.
• Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements.
• Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively.
• Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.

Qualifications:

• 10+ Years of relevant experience, with a minimum of 4+ years in people management.
• Strong knowledge of Java, SQL, RESTful technology, previous work with APIs, and ability to understand and troubleshoot issues with cloud solutions.
• Ability to put yourself in the customer's shoes and demonstrate your dedication to the customer experience through people management, coaching, and performance management for supporting employee experience.
• Experience being inclusive while working with team members in different geographic locations and time zones.
• Learning mindset, ability to learn new things, be curious, and build internal and external relevant knowledge.
• Demonstrated ability to identify process and team improvements, innovation, and "Drawing the Owl" to creatively solve problems and allow your team to operate at scale.
• Have proven documentation ability to "write it down" to create and curate internal and external documentation.
• Have Strong English written and verbal communication skills.

Benefits:

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Much more