Remote Global Technical Support Manager

Twilio; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Generous time off

Healthcare benefits

Parental leave

Retirement savings program

Job summary

Twilio is seeking a Manager, Technical Support to lead one of its Global Customer Support teams. This role involves executing operational strategies, managing a team of Customer Support Team Leads, and enhancing customer satisfaction and team performance. The ideal candidate has a strong customer-facing technical support background, excellent leadership skills, and a passion for optimizing processes.

The position supports Twilio's growth and development initiatives, ensuring efficient operations and fostering team engagement. Join Twilio to help shape the future of communications!

Qualifications

• 7+ years of experience in a customer-facing technical support or related management role.
• Location within a 5-hour timezone difference of your direct reports.
• Strong leadership experience with a track record of coaching high-performing teams.

Responsibilities

• Ensure excellent partner and customer satisfaction, meeting operational KPIs.
• Directly manage a team of Team Leads with high levels of engagement.
• Lead internal and external escalations for rapid issue resolution.

Skills

Customer-facing technical support experience

Leadership

Operational excellence

Data analysis

Communication skills

Tools

Zendesk

Jira

Looker

Tableau

Job description

Twilio is seeking a Manager, Technical Support to lead one of its Global Customer Support teams. This role involves executing operational strategies, managing a team of Customer Support Team Leads, and enhancing customer satisfaction and team performance. The ideal candidate has a strong customer-facing technical support background, excellent leadership skills, and a passion for optimizing processes.

The position supports Twilio's growth and development initiatives, ensuring efficient operations and fostering team engagement. Join Twilio to help shape the future of communications!