Senior Manager, Technical Support

Who we are At Twilio we re shaping the future of communications all from the comfort of our homes We deliver innovative solutions to and empower millions of developers worldwide to craft personalized customer experiences Our dedication to 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 See yourself at Twilio Join the team as our next Senior Manager Technical Support Who we are why we re hiring Twilio powers real-time business communications and data solutions that help build better applications and customer experiences Although we re headquartered in San Francisco we re on a journey to becoming a globally antiracist company that supports 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 Twilio is seeking a Senior Manager - Technical Support to lead and execute transformative technical support strategies across Voice Platform Application and Segment support operations You will partner closely with global support business leaders to execute strategic direction drive operational excellence and ensure we are delivering world-class human centered support experiences aligned with Twilio s customer-first vision A critical aspect of this role will also include coaching and developing future leaders within the support organization This role is ideal for someone who thrives at the intersection of customer experience business strategy and cross-functional execution and who is passionate about leading change at scale Responsibilities Leadership People Development Lead coach and mentor Technical Support Managers M3s and their teams to build a high-performance culture Conduct quarterly talent reviews performance evaluations and career development planning for direct reports Ensure consistent execution of coaching 1 1s and team meetings fostering a culture of accountability and continuous learning Drive employee engagement and retention through structured feedback recognition and professional growth opportunities Customer Support Excellence Operational Execution Ensure teams meet or exceed CSAT SLA and other key performance indicators KPIs Own weekly DSAT reviews ticket analysis and coaching feedback loops to improve customer satisfaction Drive Support Duty Manager SDM adherence for critical escalations ensuring timely and effective resolution Improve incident response workflows escalation handling and knowledge-sharing processes to optimize support delivery Business Impact Strategic Execution Own the business by driving data-driven decision-making and aligning support operations with company goals Lead quarterly stakeholder mapping to enhance collaboration across Support Product Engineering and Customer Success Oversee monthly MOR and quarterly QOR operational reviews surfacing key trends blockers and process improvement opportunities Partner with Workforce Management WFM teams to optimize staffing forecasting and scheduling Change Management Continuous Improvement Drive change initiatives and process improvements that enhance efficiency and the customer experience Foster cross-functional collaboration to influence product supportability and customer success strategies Utilize BI tools Tableau Looker ticketing systems Zendesk JIRA and WFM solutions Calabrio to track performance and identify areas for improvement Vendor Escalation Management Conduct quarterly performance reviews for vendor partners ensuring alignment with Twilio s support standards Manage ITV International Technical Vendors engagement performance tracking and training needs Leverage the Escalations ServiceNow Dashboard to track manage and resolve high-impact cases efficiently 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 10 years of experience in Technical Support Customer Success or Support Strategy roles including 3 years in strategic operations or transformation leadership roles Proven success in scaling support teams improving operational efficiency and driving business impact Strong expertise in SaaS CPaaS or cloud-based enterprise support environments Experience managing remote globally distributed teams Exceptional stakeholder management skills influencing cross-functional partners Product Engineering CS Technical acumen in support platforms like Zendesk Jira Salesforce Looker Tableau Airtable and WFM tools Calabrio Strong escalation management experience ensuring timely issue resolution and customer success Strategic mindset with the ability to balance operational execution and long-term business planning Bachelor s Degree or equivalent work experience Desired Experience in contact center operations AI-driven support solutions and automation Support Duty Manager and or Escalation Management experience in a high-growth environment Background in coaching frameworks performance management methodologies and leadership enablement Location This role will be located remotely in India Karnataka Maharashtra Tamil Nadu Telangana and Delhi What we offer There are many benefits to working at Twilio including things like competitive pay 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 Additionally we empower employees to build 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 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