About the company
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.
Responsibilities
- Leadership: Be the change agent, go-to person, subject matter expert for the team
- Coaching & Mentoring: Mentor or coach or train other team members on Performance, Soft Skills, Queue Management, Case / Incident Management best practices
- Onboarding: Manage onboarding & training of new team members. Creating & delivering structured training sessions
- Team Improvement: Identify training / process improvement opportunities. Create & implement trainings / solutions / process improvements accordingly. Identifies and recommends opportunities for improvement in channel engagement
- Team Engagement: Communicate openly and effectively with their team. Share updates and timely disseminate information
- Queue /Escalation / Incident /Case Management: Help advise on sensitive SDM Escalations, identify trends and blockers.
- Post-Mortem Review: Review technical post-mortems and incident reports to translate complex root causes into clear, executive-ready narratives.
- Reporting: Ensure all leadership-facing documentation clearly outlines the business impact, timeline, and remediation steps.
- Project Lead: Works with Escalation Leadership and cross-functional project managers on OKR and project deliverables. Identify pain points and propose solutions (through projects/process improvements). Drive technical projects to bring improvements on the team.
- Talent Acquisition: Assist in scaling the talent pipeline by conducting interviews and participating in calibrations
Requirements
Required:
- 5+ years in a client-facing technical support role, supporting customers and internal teams and partners.
- Experience using industry tools (Tableau, Excel, Jira, Zendesk etc.) to search databases, create custom queries, and generate reports
- Consistently exceeds all KPIs for IC performance (TTS, SLA, Backlog management)
- Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
- Proven track record of empowering team members through individual coaching, group training, documentation, project management, and process improvement.
- Advanced time management skills and the ability to work well under pressure and de-escalate tense customer situations in a live environment.
Desired:
- 2+ Years of Experience as TSE4 in Twilio Support
- Experience working in a follow-the-sun support model with remote and global teams.
- Experience in implementing Agile methodologies and continuous improvement initiatives.
- Experience managing multiple projects and initiatives to success.
- Excellent communicator and facilitator.
Conditions
- This role will be remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC.
- You may be required to travel occasionally to participate in project or team in-person meetings.
- Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
- Compensation: The estimated pay ranges for this role are as follows: Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $106,320.00 - $132,900.00; Based in New York, New Jersey, Washington State, or California: (additional content truncated)