Manager, Technical Support

About the Role

In this role, you will have the opportunity to work with a vibrant team of professionals who are dedicated to delivering exceptional customer experiences. Our remote-first work culture and strong culture of connection and global inclusion mean that you'll be part of a diverse team making a global impact every day.

What You Will Do

• Lead a team of Customer Support Team Leads to ensure excellent partner and customer satisfaction, meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management.
• Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback.
• Drive accountability among direct reports, leveraging tooling and reports to monitor and improve key performance metrics.
• Lead internal and external escalations, ensuring rapid issue resolution and effective root cause analysis.
• 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.
• Contribute to strategic discussions regarding scaling operations, automation, and efficiency initiatives.
• Participate in hiring and onboarding top talent, and work closely with Workforce Management teams to plan scheduling, staffing, and adherence to operational requirements.

What We Are Looking For

• Proven experience in technical support, preferably in a leadership role.
• Strong understanding of customer support principles, processes, and metrics.
• Excellent leadership and mentoring skills, with experience in managing high-performing teams.
• Strong analytical and problem-solving skills, with the ability to drive data-driven decisions.
• Experience with tools such as Tableau, Looker, and Zendesk.
• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams.

Nice to Have

• Experience with artificial intelligence and machine learning technologies.
• Knowledge of cloud communication platforms and APIs.
• Certification in customer support or a related field.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a remote-first company and make a global impact.
• Professional development and growth opportunities.
• Access to cutting-edge technologies and tools.
• Flexible working hours and remote work options.

• Develop a strong understanding of customer support principles and processes to stand out in your application.
• Highlight your experience with data-driven decision making and process improvement in your resume and cover letter.
• Be prepared to discuss your leadership and mentoring experience, and how you've driven team growth and development.
• Familiarize yourself with Twilio's products and services, and be ready to discuss how you can contribute to the company's mission.
• Prepare examples of times when you've driven improvement in customer satisfaction and experience.
• Show enthusiasm for the company's remote-first culture and your ability to work effectively in a remote team environment.