Description
At Twilio, we're shaping the future of communications. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
As a Manager, Technical Support, you will lead one of Twilio's Customer Support teams in India. 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.
- Own weekly DSAT reviews, ticket analysis, and coaching feedback loops to improve customer satisfaction.
- Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience.
- Directly manage a team of Technical Support Engineers, ensuring high levels of engagement, motivation, and performance.
- Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback.
- Drive accountability among direct reports, leveraging tooling & reports to monitor and improve key performance metrics.
- Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA).
- Collaborate with cross-functional teams to implement betterment plans for recurring issues.
- Respond swiftly to critical customer needs, including high-impact and high-priority cases, ensuring proactive communication and resolution strategies.
- Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.
- Partner with other managers and business stakeholders to improve support processes and enhance customer experience.
- Contribute to strategic discussions regarding scaling operations, automation, and efficiency initiatives.
- 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.
Qualifications
- Required:
+ 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. + Proven documentation ability to “write it down” to create and curate internal and external documentation. + Strong English written and verbal communication skills.
- Desired:
+ Understanding and experience with AI-related tools. + Strong commercial acumen with the ability to identify expansion opportunities through customer interactions. + Proven ability to design and implement large-scale transformation initiatives, operating models, or support strategies that drive business outcomes.
Location
This role will be remote, and based in India (Delhi, Karnataka, Maharashtra, Telangana, Tamil Nadu).
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.