Manager, Technical Support

We are looking for a people-person who is passionate about delighting customers, mentoring staff, and improving processes. In this role, you will execute operational strategies and directly manage a team of Customer Support Team Leads. Reporting to the Director, Technical Support (Email), this position is essential in supporting Twilio’s continuing growth initiatives and building the next generation of leaders at Twilio., In this role, you’ll:

• Customer Service & Operational Excellence: Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management. Regularly review and address DSAT feedback, reporting on trends and driving continuous improvements. 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 Team Leads, 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. Support key customers with 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, automation, and efficiency initiatives.
• Hiring & Workforce Planning: Participate in hiring and onboarding top talent, and work closely with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements.
• Cross-functional Collaboration: 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. Leverage the Escalations Betterments Dashboard to track, manage, and resolve high-impact cases efficiently. Special projects and initiatives as needed., 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.

Do you have experience in Team supervision?, Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!, * 7+ years of experience in a customer-facing technical support or related management role within a SaaS, telecom, or B2B environment.

• Location/Timezone: Must be located within a 5-hour timezone difference of your direct reports. (Note: Twilio supports remote-first work in various regions).
• Strong leadership experience, with a track record of coaching and mentoring high-performing teams.
• Proven ability to drive operational excellence, set team goals, and improve key performance metrics including CSAT, NPS, SLA, and backlog management.
• Experience handling escalations and conducting root cause analysis (RCA), ensuring quick resolutions and long-term improvements.
• Familiarity with support, data, and incident management tools such as Zendesk, Jira, Looker, and Tableau.
• Strong analytical skills with the ability to derive insights from data and drive data-informed decision-making.
• Excellent communication skills, both written and verbal, with the ability to present findings and recommendations to senior leadership

Desired:

• Exposure to Email industry practices, contact center operations, or enterprise customer support.
• Experience in building career development plans and proven promotion readiness strategies.
• Background in sales support, negotiation, and customer retention strategies.
• Experience in implementing Agile methodologies and continuous improvement initiatives.
• Experience working in a follow-the-sun support model with remote and global teams.

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. Offerings vary by location.

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.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.