Technical Support Manager Job at Aidoos, United States

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  • Aidoos
  • United States

Job Description

Technical Support Manager

Join Twilio as a Manager of Technical Support, where you will lead a dynamic customer support team in India. This role involves scaling operations and ensuring exceptional customer experiences by mentoring staff and optimizing support processes. As part of a global company dedicated to innovative communication solutions, you will play a crucial role in enhancing customer satisfaction and operational excellence.

Key Responsibilities:

  • Ensure excellent partner and customer satisfaction by meeting operational KPIs.
  • Directly manage a team of Technical Support Engineers, focusing on engagement and performance.
  • Lead escalations and incident management, ensuring rapid resolution of critical issues.
  • Identify process improvements using data-driven insights to enhance customer support workflows.
  • Participate in hiring and workforce planning to staff the team with top talent.

Required Skills & Qualifications:

  • 10+ years of relevant experience, with 4+ years in people management.
  • Strong knowledge of Java, SQL, RESTful technology, and cloud solutions.
  • Ability to deliver a high-quality customer experience through effective management.
  • Experience working inclusively with diverse teams across time zones.
  • Proven ability to identify and implement team improvements and innovation.

Job Tags

Remote work

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