Manager, Technical Support

About the role

We are on the lookout for a dynamic leader to oversee one of our Technical Support teams based in Latin America. This position is vital for expanding our operational capabilities and ensuring that Twilio's customers receive an outstanding support experience. In this role, you will mentor your team, promote a customer-first mindset, and spearhead process enhancements within a rapidly growing segment of our support organization.

Key facts

What you'll do

• Ensure high levels of satisfaction among customers and partners by consistently meeting or surpassing key performance indicators, including agent satisfaction, resolution times, adherence to service level agreements, and effective backlog management.
• Mentor team members by providing regular coaching, conducting performance evaluations, and developing tailored growth plans to enhance their professional skills.
• Handle both internal and external escalations, including those that necessitate the involvement of a Support Duty Manager, to guarantee prompt issue resolution and comprehensive root cause analysis.
• Improve customer support processes by leveraging data from tools such as Tableau, Looker, and Zendesk to pinpoint areas for optimization.
• Participate in the recruitment and onboarding of new Technical Support Engineers to ensure the team maintains its high standards of excellence.
• Collaborate closely with Workforce Management to synchronize staffing and scheduling with the operational demands of the team.
• Work alongside various internal departments to enhance the customer journey and effectively communicate any product-related challenges.
• Provide valuable insights gathered from customer interactions and operational hurdles to relevant internal teams to drive improvements.

Requirements

• At least 10 years of professional experience, with a minimum of 4 years in a leadership role managing teams.
• Strong knowledge of Java, SQL, and RESTful technologies, along with hands-on experience in working with APIs and troubleshooting cloud-based solutions.
• A proven ability to empathize with customers, demonstrating a commitment to enhancing the customer experience, which is reflected in your management style, coaching, and performance evaluations.
• Experience collaborating inclusively with teams across various geographical locations and time zones.
• A keen desire to learn, a naturally curious mindset, and the capability to build both internal and external knowledge bases effectively.
• A track record of identifying and implementing process enhancements, fostering innovation, and creatively addressing challenges to facilitate team scalability.
• Strong documentation skills for creating and maintaining both internal and external resources.
• Exceptional written and verbal communication skills in English.

Nice to have

• Familiarity with AI-related tools and applications that can enhance support processes.
• A commercial mindset with the ability to recognize opportunities for business growth through customer interactions.
• Experience in designing and executing large-scale transformation initiatives, operating models, or support strategies that align with business objectives.

Skills & tools

• Proficient in Tableau
• Experienced with Looker
• Knowledgeable in Zendesk
• Strong understanding of Java
• Proficient in SQL
• Familiar with RESTful APIs
• Experienced with cloud solutions

Practical notes

• Occasional travel may be necessary for project meetings or team gatherings.
• Twilio provides competitive compensation packages, generous time off, parental and wellness leave, comprehensive healthcare, and retirement savings programs, with specifics varying based on location.

This role offers an exciting opportunity to lead a dedicated team in a fast-paced environment while making a significant impact on customer satisfaction and operational efficiency. If you are passionate about technical support and possess the leadership skills to drive a team towards success, we encourage you to apply and join us in our mission to deliver exceptional service to our customers.

About the company

Twilio powers personalized interactions for businesses through communication APIs for voice, text, chat, video, and email. Founded by Jeff Lawson and Evan Cooke in 2008, Twilio went public in 2016 and acquired Segment in 2020 for $3.2 billion.