Manager, Technical Support
See yourself at Twilio
Join the team as our next Manager, Technical Support - Consumer Trust
Who we are & why we’re hiring
Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.
Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.
About the job
This position’s objective is to lead one of Twilio's Customer Support teams! 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 Customer Support teams in the Americas. Reporting to the Global Specialization Leader for Consumer Trust Support, this position is essential in supporting Twilio's continuing growth initiatives.
Responsibilities
In this role, you’ll:
- Hands-on involvement resolving escalations via email, phone and chat, handling complex customer inquiries.
- Set ambitious team and individual goals, lead to key success metrics like customer satisfaction and response time SLAs.
- Iterate and improve upon best-in-class customer service experiences, processes and policies. Maintain a mentality of continuous improvement, refining incident response time over phone, chat and email, improving the way the support team utilizes all support tools and features.
- Create a scalable workflow for escalations and product tracking.
- Support and maintain high morale among the team.
- Oversee the day-to-day operations of a scaling customer support team(s); responsible for hiring, scheduling, formal training, informal coaching, career development and performance management.
- Consistently review support tickets and learn/use insights and findings to coach team members on nailing the basics for a support team member and organization.
- Have a continuous learning mindset, own your own development and continuously use available resources to increase your knowledge and be able to better support your team members and the support organization.
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 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!
Required:
- Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience
- “Pick up the trash”, ability to dive deep, read and analyze tickets, using relevant insights/findings to coach team members in a purposeful way
- Experience being inclusive, while working with team members in different geographic locations and time zones
- 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
- 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
- Have Strong English written and verbal communication skills
- Have 2+ years of experience managing/leading teams of customer-facing support experts
Desired:
- Basic knowledge of APIs and general fraud/compliance related topics (ATO, User Vetting, etc.)
Location
This role will be remote, and based in Colombia.
What We Offer
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!
If this role isn't what you're looking for, please consider other open positions.
Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.