The opportunity
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.
What they're looking for
- Lead internal and external escalations, including Support Duty Manager (SDM): escalations, ensuring rapid issue resolution and effective root cause analysis (RCA).
- Collaborate with cross-functional teams to implement betterment plans for recurring issues.
- Respond swiftly to critical customer needs, including high-impact and: high-priority cases, ensuring proactive communication and resolution strategies.
- Identify opportunities to optimize customer support workflows, leveraging: data-driven insights from tools such as Tableau, Looker, and Zendesk.