Manager, Technical Support
New
T
TwilioCommunications Technology
Remote - ColombiaFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ years of experience as a P4 Team/Tech Lead supporting teams and Technical Support Managers.
- Required Skills
- People ManagementSalesforceTableauCoachingProcess improvementZendeskLooker
Requirements
- Ability to put yourself in the customer’s shoes and demonstrate dedication to the customer experience through people management, coaching and performance management.
- 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 creatively solve problems.
- Proven documentation ability to create and curate internal and external documentation.
- Strong English written and verbal communication skills.
- 2+ years of experience as a P4 Team/Tech Lead supporting teams and Technical Support Managers preferred.
- Experience with billing processes and tools like Zuora and Salesforce preferred.
Responsibilities
- 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.
- 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.
- Lead internal and external escalations, ensuring rapid issue resolution and effective root cause analysis.
- Partner with internal stakeholders to enhance the customer experience and escalate product-related concerns.
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