Twilio
Senior Manager, Technical Support
Job Summary
The position involves leading and developing global technical support teams to deliver exceptional customer service and operational excellence. The role requires strategic planning, stakeholder management, and process optimization, with a focus on metrics such as CSAT and SLA. Candidates should have extensive experience in support environments, strong leadership skills, and technical proficiency with support tools. The role is remote, based in India, and emphasizes continuous improvement, change management, and cross-functional collaboration.
Required Skills
Benefits
Job Description
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
See yourself at Twilio
Join the team as our next Senior Manager, Technical Support
About the Job
Twilio is seeking a Senior Manager – Technical Support to lead and execute transformative technical support strategies across Voice, Platform & Application, and Segment support operations. You will partner closely with global support business leaders to execute strategic direction, drive operational excellence, and ensure we are delivering world-class human centered support experiences aligned with Twilio’s customer-first vision. A critical aspect of this role will also include coaching and developing future leaders within the support organization.
This role is ideal for someone who thrives at the intersection of customer experience, business strategy, and cross-functional execution, and who is passionate about leading change at scale.
Responsibilities
Leadership & People Development
- 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.
Customer Support Excellence & Operational Execution
- 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.
Business Impact & Strategic Execution
- 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.
Change Management & Continuous Improvement
- 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.
Vendor & Escalation Management
- 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.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
- 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
Desired:
- 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.
Location
This role will be located remotely in India (Karnataka, Maharashtra, Tamil Nadu, Telangana and Delhi)
What we offer
There are many benefits to working at Twilio, including things like competitive pay, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
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