HR Compliance Program Lead
Twilio
Job Level
Mid-LevelSenior
About the role
- Manage AMER & EMEA-time zone support team and handle support escalations.
- Develop a high-performing support team and grow team with skilled hires.
- Create inclusive, collaborative, and productive team culture; coach and train team members.
- Set goals, manage performance, celebrate successes and address underperformance.
- Deliver excellent customer experience across phone/email/chat/zoom with empathy and clarity.
- Create seamless experience with other teams to convert trialists, onboard product, manage accounts, and mitigate churn.
- Contribute to and expand the Help Centre content and accessibility.
- Be highest escalation point before dev team and drive product fixes/improvements.
- Become product master and relay voice of the customer to product team and improve bug resolution.
- Work in Intercom ticketing system to ensure timely, helpful responses about software and hardware problems.
- Provide regular feedback on support trends, key metrics, and NPS scores.
- Install and download software; determine software and hardware requirements; adapt existing programs; ensure efficient use of applications and equipment.
Requirements
- Experience managing support teams covering AMER & EMEA time zones.
- Ability to handle support escalations and communicate product fixes with dev team.
- Training and coaching experience to develop team members.
- Strong customer empathy and communication across phone/email/chat/zoom.
- Product mastery and ability to communicate feedback to product team.
- Experience with Intercom or ticketing systems.
- Ability to install and download software and determine software/hardware requirements.
- Experience adapting programs to meet users' requirements and ensuring efficient use of applications and equipment.
