Manager, Technical Support

We're seeking a Manager, Technical Support to lead one of our Global Customer Support teams. As a people-person who is passionate about delighting customers, mentoring staff, and improving processes, you will execute operational strategies and directly manage a team of Customer Support Team Leads. Reporting to the Director, Technical Support (Email), this position is essential in supporting Twilio's continuing growth initiatives and building the next generation of leaders at Twilio.

In this role, you'll:

• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management.
• Regularly review and address DSAT feedback, reporting on trends and driving continuous improvements.
• Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience.
• Directly manage a team of Team Leads, 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.
• Support key customers with 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 top talent, and work closely 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.
• Leverage the Escalations Betterments Dashboard to track, manage, and resolve high-impact cases efficiently.

To succeed in this role, you'll need:

• 7+ years of experience in a customer-facing technical support or related management role within a SaaS, telecom, or B2B environment.
• Strong leadership experience, with a track record of coaching and mentoring high-performing teams.
• Proven ability to drive operational excellence, set team goals, and improve key performance metrics including CSAT, NPS, SLA, and backlog management.
• Experience handling escalations and conducting root cause analysis (RCA), ensuring quick resolutions and long-term improvements.
• Familiarity with support, data, and incident management tools such as Zendesk, Jira, Looker, and Tableau.
• Strong analytical skills with the ability to derive insights from data and drive data-informed decision-making.
• Excellent communication skills, both written and verbal, with the ability to present findings and recommendations to senior leadership.