Manager Technical Support (Account Admin)

Twilio is looking for a Technical Support Manager to lead our team of incredible Technical Support Engineers located in India! Ideally, you re focused on serving customers by caring deeply about their needs, frustrations, and overall satisfaction with their Twilio experience. You recognize that the best way to do this is to invest in the well-being, personal development, and professional skill-set of your team. You re motivated by seeing your people and your customers succeed and you care deeply about both. Values matter to you; you re someone who may embody Twilio s values , who enjoys solving challenging problems and who is driven to empower others to thrive and not be beholden to one playbook.

Responsibilities:

As a Technical Support Manager, you will live the Twilio Magic values:
• WEAR THE CUSTOMERS SHOES: Deliver excellent partner and customer satisfaction and meet/exceed all operational targets.
• EMPOWER OTHERS: Plan staffing requirements and recruit, train and retain top talent, in line with the capacity plan. Coach and develop your existing team to help employees achieve their career development aspirations
• BE AN OWNER: Serve as a role-model of Twilio s principles, helping the team understand how to apply these principles in their work-life.
• DONT SETTLE: Analyze existing processes, systems and metrics to maximize how the team works, enabling room for team learning, growth and development. Analyze data and surface insights from support interactions to advocate on behalf of customers, drive decision making to improve products and processes, and drive long term customer and partner loyalty.
• BE INCLUSIVE: Partner with fellow front-line support managers and cross-functional business partners to improve processes, increase efficiency, and plan for the future growth and support of Twilio s customer base.
• Participate in a technical interview for the team s hiring processes.
• Act as the primary technical expert (SME) and POC for escalations and assist team members with technical questions, real-time, through the appropriate channel (e.g., Slack, Zendesk, Jira).
• Support the team with technical content creation and management of the appropriate FAQs, KCSs, macros, wiki pages, JIRAs, etc.
• Actively lead and drive continuous improvement initiatives to elevate the customer experience. This may include support tooling and TSE training.

Qualifications:

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

Twilio is looking for a Technical Support Manager who lives the Twilio Magic and has a proven track record of learning, growth, impact, and success. Ideal candidates:
• 4+ years experience in leading a technical support team as a Team lead or as a manager to provide follow-the-sun support models in a B2B environment. Experience in managing remote employees is highly desirable.
• 6+ years of experience as a technical support engineer or in a similar customer facing delivery role.
• Over all 8 to 10 years work experience.
• Strong experience in a customer-centric culture, where NPS / CSAT and customer happiness are at the epicenter of the business
• Ability to work effectively with Front Line Support Engineers as well as participate in other cross-team engagements to expedite resolution to hot issues.
• Willingness to work in APAC or EMEA shift.
• Experience leading multicultural teams (teams base in different countries).

Desired Qualifications:
• Support Duty Manager and/or Escalation Manager experience.
• Familiarity with the telecom industry, call center experience, and/or SaaS companies.
• Familiarity with Zendesk, Jira and BI tools.
• Tableau experience.