Senior Manager, Technical Support

Summary

Join Twilio as a Senior Manager, Technical Support, leading transformative technical support strategies across Voice, Platform & Application, and Segment support operations. Partner with global support business leaders to execute strategic direction, drive operational excellence, and deliver world-class support experiences. Coach and develop future leaders within the support organization. This role requires expertise in customer experience, business strategy, and cross-functional execution, and a passion for leading change. You will ensure teams meet or exceed KPIs, own weekly DSAT reviews, and drive SDM adherence for critical escalations. The position also involves business impact, strategic execution, change management, and vendor management.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

• 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

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program