About the role
At Twilio, the team responsible for customer support in messaging and services is led by a manager who oversees operational activities, coaching, and process enhancements. The role involves mentoring technical support engineers, managing workflows, and improving customer satisfaction by resolving escalations efficiently. The team operates remotely, with occasional in-person meetings, and focuses on leveraging automation and AI to streamline support processes.
The ideal candidate has extensive experience in technical support within SaaS or cloud API environments, with a background in mentoring and quality assurance. They should be skilled in analyzing operational data and resolving complex customer issues. The position requires a bachelor's degree or equivalent experience, and familiarity with support tools like Zendesk or JIRA is preferred.
This remote role is based in Ireland and involves leading a support team, analyzing support trends, and implementing improvements. The candidate must be available to work during specific hours and may need to travel occasionally for team events. Twilio offers competitive benefits and values diversity, encouraging applicants from various backgrounds to apply.