Manager, Technical Support

Details

• 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.
• 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.
• 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.
• 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.
• Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent.
• Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements.
• 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.
• Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience through people management, coaching and performance management for supporting employee experience
• Experience being inclusive, while working with team members in different geographic locations and time zones
• Learning mindset, ability to learn new things, be curious and build internal and external relevant knowledge
• Demonstrated ability to identify process and team improvements, innovation and “Drawing the Owl” to creatively solve problems and allow your team to operate at scale
• Have proven documentation ability to “write it down” to create and curate internal and external documentation
• Have Strong English written and verbal communication skills
• Have 2+ years of experience as a P4 Team/Tech Lead supporting teams and Technical Support Managers.
• Already at Twilio? Currently work as a P4 level individual within the Global Customer Support organization
• Experience and understanding of billing related processes, tools and inquiries related to invoicing, pricing, etc.
• Understanding and experience with Zuora and Salesforce.
• Seek progress at all time, having a learning mindset that allows you to jump out of the comfort zone and put yourself in a constant learning mode - Interview process