Similar Jobs
See allTechnical Support Operations Lead
Welo Data
India
Team Management
Data Analysis
Stakeholder Management
Technical Account Manager
Twilio
Colombia
RESTful APIs
Java
Node.js
Manager, Personalized Support
Twilio
Colombia
SaaS
Customer Experience
Data Analysis
Applied Research Tech Lead (TL) P6 in Emerging Technologies
Twilio
India
JavaScript
Python
Java
Support Engineer
Jobgether
Global
SQL
API
SaaS
About the Role:
- This position leads one of Twilio's Customer Support teams in India, focusing on scaling and delivering extraordinary customer experiences.
- The role reports to the VSPA Senior Manager and is essential for supporting Twilio's growth initiatives.
Key Responsibilities:
- Ensure operational excellence by meeting KPIs like Agent CSAT, Time To Solve, and managing backlogs.
- Lead and develop a team of Technical Support Engineers through coaching and performance feedback.
- Manage escalations and collaborate with cross-functional teams to improve processes.
Qualifications and Benefits:
- 10+ years relevant experience with 4+ years in people management and strong technical skills in Java, SQL, and cloud.
- Competitive pay, generous time off, parental and wellness leave, healthcare, and retirement savings.
- Remote-first work environment with a strong culture of connection and inclusion.
Twilio
Twilio delivers innovative communications solutions to hundreds of thousands of businesses and empowers millions of developers worldwide. The company fosters a remote-first culture with a strong emphasis on connection and global inclusion.