Manager, Technical Support
Core
Lead a Technical Support team to deliver exceptional customer experiences for Twilio's Voice Segment Platform Applications (VSPA) by managing operations, coaching staff, and resolving escalations.
Role type
Manager, Technical Support (People Management & Operations)
Builds
Customer support operations for the Voice Segment Platform Applications (VSPA) team
Domain
Telecommunications / Cloud Communications / Customer Support
Deliverable
client delivery
Required skills
People management, coaching and mentoring, operational KPI management, incident management, root cause analysis, process optimization, hiring and workforce planning, cross-functional collaboration, technical troubleshooting (Java, SQL, RESTful APIs, cloud solutions), documentation
Preferred skills
AI tool experience, commercial acumen, large-scale transformation design
Technologies
Tableau, Looker, Zendesk, Java, SQL, RESTful APIs
Responsibilities
Ensure excellent partner and customer satisfaction by meeting operational KPIs; Directly manage a team of Technical Support Engineers; Lead internal and external escalations and root cause analysis; Identify opportunities to optimize support workflows using data-driven insights; Partner with stakeholders to enhance customer experience and surface operational insights.
Seniority
Manager, people leadership
