Job Application for Technical Support Manager at Twilio

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About us:

• Twilio is migrating the communications industry from its 150-year-old legacy in hardware to its future in software. With our cloud communications platform, we fundamentally change how businesses build solutions for their communications needs.
• Twilio has virtualized the entire telecommunications infrastructure stack into a set of streamlined cloud APIs, introducing agility, global reach and cost savings of flexible, multi-tenant cloud software to the traditionally expensive and slow moving field of telecommunications.
• Hundreds of thousands of developers have incorporated Twilio into their companies and products, deploying everything from complete call centers to work scheduling applications, from mobile marketing and lead management to tools that improve customer security.
• Our customers are the innovators you recognize and respect, from start-ups like Uber, Box and Airbnb, to the agile enterprises including Coca-Cola, the Home Depot, Alaska Airlines, Walmart and more.
• Come help us transform this 1.3 trillion dollar industry with the power and flexibility of software.

About the job:

• Twilio supports over 200,000 developers and businesses, with customers ranging from startups to Fortune 500 companies.  
• We believe the most important part of “Software-as-a-Service” is the “service”, and strive to provide a world-class experience for customers with a combination of humans, software, and process.  
• The Technical Support Manager will contribute to the success of our customers by providing a world-class support experience.

Responsibilities:

• Manage an existing team of technical support engineers. The team has a standard of excellence for customer satisfaction, delivering to a wide variety of developer customers that are spread out across the globe.
• Promote growth within your team through training and coaching of existing employees.
• Hire and train new employees to supplement your existing employees, increasing the standard of excellence and maintaining a strong culture of teamwork and customer service.
• Work with our customers to understand their problems, frustrations and roadblocks. Provide your analysis to internal stakeholders, educating and evangelizing for improvements that result in a support experience that delights Twilio’s customers.
• Work with our product management and engineering teams to provide quantitative feedback of customer issues. Help drive product improvements to reduce customer frustration and friction.
• Develop advanced metrics to refine performance of your team. Set a high bar of achievement for your employees, and drive them to constantly exceed expectations. And then you will set the bar even higher.
• Identify proactive projects that can be executed by you and your team, focusing on continuous improvement within your team.

Requirements:

• At least 7-10 years of experience working in technical customer support organizations for software and/or telecommunications companies, with a significant portion of that time as a hands-on customer-facing support person. You’ve been on the front line and have the battle scars to prove it.
• At least 3 years experience as a people manager in support organizations, including a proven track record of hiring and mentoring employees.  Must have managed teams with 5 or more members.
• Experience working in a 24x7x365 support operation.
• Experience hiring and managing remote employees is preferred, including satellite offices and home-based workers.
• Experience supporting an enterprise B2B product set.
• Strong domain knowledge in the latest tools and techniques for delivering world-class customer support.
• Experience designing and deploying custom, software-driven processes to help drive quality at scale with minimal human involvement.
• Passion for measurement, metrics and continuous improvement across the organization.
• Ability to partner and collaborate and communicate with executive leadership and peers in other departments (technical and non-technical).

Bonus points:

• iOS and Android programming experience.
• Experience with call centers and/or IVRs from a technical perspective.

Perks:

• Competitive benefits, including medical, dental, vision, 401k and life insurance.
• An Amazon Kindle, $30/month to spend on books and a Twilio track jacket after demoing your first Twilio app in front of the company!
• Pre-tax commuter benefits.
• Catered lunches and a weekly team dinner featuring invited technology and entrepreneurial speakers.
• Excellent gear (we ❤ Apple computers and big monitors — two if you need 'em).
• A strong belief in life/work balance.

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Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance.