Manager, Technical Support
Twilio
Remote - IndiaremotePosted 26 days ago
Skill Required
Customer SupportTechnical LeadTableauwrittenRESTLookerdesignCloudJavaAPIsSQLAI
Key highlights
- Remote role based in India (Delhi, Karnataka, Maharashtra, Telangana, Tamil Nadu)
- 10+ years of relevant experience required, with 4+ years in people management
- Strong knowledge of Java, SQL, RESTful technology, and APIs
- Competitive pay and generous benefits (healthcare, retirement savings, time off, etc.)
- Occasional travel may be required for team or customer meetings
- Equal opportunity employer with inclusive hiring practices
Role overview
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. Join the team as Twilio’s next Manager, Technical Support to lead one of Twilio's Customer Support teams in India. This role is essential in supporting Twilio's growth initiatives, focusing on scaling operations, mentoring staff, and improving processes to deliver an extraordinary customer experience.
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.
- 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.
Requirements
- 10+ Years of relevant experience of which minimum 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.
Nice to have
- 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.
Benefits
- 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.
Additional details
- This role will be remote, and based in India (Delhi, Karnataka, Maharashtra, Telangana, Tamil Nadu).
- We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
- Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
- We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
- While we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
- Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
- Stay alert to recruitment fraud. We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.