Twilio

4 weeks ago

Manager, Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead and scale Twilio’s IN-based Customer Support team for the Voice Segment Platform Applications (VSPA). Manage and develop Technical Support Engineers, drive process improvements and KPI performance, handle escalations, and collaborate with cross-functional partners to enhance customer experience across distributed teams in a remote-first, India-based setup.

Location: India

Workplace: Remote

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•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.
•Own escalation and incident management, 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.
•Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.
•Drive accountability among direct reports by leveraging tooling and reports to monitor and improve key performance metrics; lead weekly DSAT reviews and coaching feedback loops.
•Participate in hiring and onboarding new Technical Support Engineers, and work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements.

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirementPaid LeaveParental Leave

Key Requirements

•10+ Years of relevant experience of which minimum 4+ years in people management.
•Strong knowledge of Java, SQL, RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
•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.

Experience:10+ yearsSaaSTechnologyCloudCustomer Support

Skills:LeadershipCoachingCommunicationProblem-solvingCustomer focus

Languages:English

Tech Stack:JavaSQLRESTAPIsTableauLookerZendeskCloud

Company Brief

Twilio

Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn

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Twilio

4 weeks ago

Manager, Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: India

Workplace: Remote

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•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.
•Own escalation and incident management, 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.
•Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.
•Drive accountability among direct reports by leveraging tooling and reports to monitor and improve key performance metrics; lead weekly DSAT reviews and coaching feedback loops.
•Participate in hiring and onboarding new Technical Support Engineers, and work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements.

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirementPaid LeaveParental Leave

Key Requirements

•10+ Years of relevant experience of which minimum 4+ years in people management.
•Strong knowledge of Java, SQL, RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
•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.

Experience:10+ yearsSaaSTechnologyCloudCustomer Support

Skills:LeadershipCoachingCommunicationProblem-solvingCustomer focus

Languages:English

Tech Stack:JavaSQLRESTAPIsTableauLookerZendeskCloud

Company Brief

Twilio

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn