Manager, Technical Support
About the role
See yourself at Twilio
Join the team as our next Manager, Technical Support!
About the job
This position is needed to lead one of Twilio's Customer Support teams in LATAM. In this role, you’ll help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions.
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. This role joins a fast-growing team of managers leading our global Accounts & Billing Customer Support teams, specifically our LATAM team. Reporting to the Accounts & Billing Support Senior Manager, this position is essential in supporting Twilio's continuing growth initiatives.
Responsibilities
In this role, you’ll:
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.