Manager, Technical Support
New
T
TwilioCommunications Technology
Remote - ColombiaFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 10+ years of relevant experience, including minimum 4+ years in people management
- Required Skills
- SQLJavaPeople ManagementTableauRESTful APIsZendeskLookerTechnical support
Requirements
- 10+ years of relevant experience, with a minimum of 4+ years in people management.
- Strong knowledge of Java, SQL, and RESTful technology.
- Previous work with APIs.
- Ability to understand and troubleshoot issues with cloud solutions.
- Demonstrated ability to perform coaching, mentoring, and performance management.
- Experience working with team members in different geographic locations and time zones.
- Strong English written and verbal communication skills.
- Proven ability to create and curate internal and external documentation.
- Learning mindset and ability to creatively solve problems.
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.
- Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback.
- Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA).
- Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.
- Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent.
- Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements.
- Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively.
- Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.
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