Manager, Technical Support

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Who we are 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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Manager, Technical Support About the job This position is needed to lead one of Twilio's Customer Support teams in IN. 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 global Voice Segment Platform Applications(VSPA) Customer Support teams, specifically our IN team. Reporting to the VSPA Senior Manager, this position is essential in supporting Twilio's continuing growth initiatives. Responsibilities In this role, you’ll: Customer Service & Operational Excellence - 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. Team Leadership & Development - 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. 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. - Respond swiftly to critical customer needs, including high-impact and 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 manag

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

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Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...