Manager, Technical Support

SendGrid; India; On-site; INR 7,568,590 - 9,460,738; Full time

Benefits offered by this job

Competitive pay

Generous time off

Health benefits

Retirement savings program

Job summary

SendGrid, a part of Twilio, is seeking a Customer Support Manager to lead the team in India. This role entails ensuring high satisfaction levels and managing Technical Support Engineers while driving operational excellence.

The ideal candidate has over 10 years of experience including people management, excellent communication skills, and a focus on customer satisfaction.

This is a remote role based in India with a commitment to diversity and equal opportunity.

Qualifications

• 10+ years of relevant experience, including 4+ years in people management.
• Strong knowledge of cloud solutions and troubleshooting.
• Demonstrated process and team improvements.

Responsibilities

• Ensure excellent partner and customer satisfaction.
• Directly manage a team of Technical Support Engineers.
• Lead escalations and implement betterment plans.

Skills

Java

SQL

RESTful technology

APIs

Customer experience management

Process improvement

Strong English communication

Education

Bachelor's degree or relevant experience

Tools

Tableau

Looker

Zendesk

Job description

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 is 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 managers and business stakeholders to improve support processes and enhance customer experience.
• Contribute to strategic discussions regarding scaling operations, automation, and efficiency initiatives.

Hiring & Workforce Planning

• 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.

Cross‑functional Collaboration

• Partner with internal key stakeholder teams to enhance the customer experience and elevate product‑related concerns effectively.
• Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:

• 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.
• 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.

Desired:

• Understanding and experience with AI related tools.
• Strong commercial acumen with the ability to identify expansion opportunities through customer interactions.
• Proven ability to design and implement large scale transformation initiatives, operating models, or support strategies that drive business outcomes.

Location

This role will be remote, and based in India (Delhi, Karnataka, Maharashtra, Telangana, Tamil Nadu).

Travel

For this role, you may be required to travel occasionally to participate in project or team in‑person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Equal Opportunity Employer

Twilio is proud to be an equal opportunity 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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E‑Verify program in certain locations, as required by law.