Description
Join the team as our next Manager, Technical Support! We are looking for a people-person who's passionate about delighting customers, mentoring and developing staff, learning about new and challenging subjects, and helping us improve processes and procedures.
In this role, you'll lead one of Twilio's Customer Support teams in LATAM. You'll help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions.
Responsibilities:
Customer Service & Operational Excellence: 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.
Team Leadership & Development: 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.
Escalation & Incident Management: 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.
Process Improvement & Strategy: 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.
Hiring & Workforce Planning: 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.
Cross-functional Collaboration: 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: 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.
Desired: Have 2+ years of experience as a P4 Team/Tech Lead supporting teams and Technical Support Managers. Already at Twilio? Currently work as a P4 level individual within the Global Customer Support organization. Experience and understanding of billing related processes, tools and inquiries related to invoicing, pricing, etc. Understanding and experience with Zuora and Salesforce. Seek progress at all time, having a learning mindset that allows you to jump out of the comfort zone and put yourself in a constant learning mode.