Twilio

1 week ago

Manager, Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Lead a Technical Support team in LATAM to scale customer experience for Twilio customers and internal teams. Own operational KPIs (CSAT, Time to Solve, SLA and schedule adherence), drive escalations and root-cause analysis, and improve support workflows using tools like Tableau, Looker, and Zendesk. Coach and develop staff, support hiring and onboarding, and partner with Workforce Management and stakeholders to enhance support and escalate product concerns.

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead a LATAM Technical Support team and help scale customer experience for Twilio customers and internal teams.
•Ensure performance against operational KPIs including Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management.
•Develop and execute career growth plans through coaching, mentoring, and performance feedback.
•Lead internal and external escalations (including Support Duty Manager escalations) with rapid issue resolution and root cause analysis.
•Optimize support workflows using data-driven insights and partner with Workforce Management to plan scheduling, staffing, and adherence to operational requirements.

Travel: Low travel

Pay and Benefits

Perks:Parental LeaveWellness StipendHealth InsuranceRetirement Savings

Key Requirements

•10+ years of relevant experience with at least 4+ years in people management.
•Strong knowledge of Java, SQL, RESTful technology, and prior work with APIs; ability to understand and troubleshoot cloud solutions.
•Demonstrated customer-first leadership through coaching and performance management to support employee experience.
•Experience working inclusively with teams across different geographies and time zones.
•Strong English written and verbal communication skills, plus the ability to create and curate internal and external documentation.

Experience:10+ yearsCustomer supportLATAMPeople management

Skills:Customer focusCoachingMentoringPerformance managementProcess improvement

Languages:English

Tech Stack:JavaSQLRESTfulAPIsCloud solutionsTableauLookerZendeskWFMRCA

Company Brief

Twilio

Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn

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Twilio

1 week ago

Manager, Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead a LATAM Technical Support team and help scale customer experience for Twilio customers and internal teams.
•Ensure performance against operational KPIs including Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management.
•Develop and execute career growth plans through coaching, mentoring, and performance feedback.
•Lead internal and external escalations (including Support Duty Manager escalations) with rapid issue resolution and root cause analysis.
•Optimize support workflows using data-driven insights and partner with Workforce Management to plan scheduling, staffing, and adherence to operational requirements.

Travel: Low travel

Pay and Benefits

Perks:Parental LeaveWellness StipendHealth InsuranceRetirement Savings

Key Requirements

•10+ years of relevant experience with at least 4+ years in people management.
•Strong knowledge of Java, SQL, RESTful technology, and prior work with APIs; ability to understand and troubleshoot cloud solutions.
•Demonstrated customer-first leadership through coaching and performance management to support employee experience.
•Experience working inclusively with teams across different geographies and time zones.
•Strong English written and verbal communication skills, plus the ability to create and curate internal and external documentation.

Experience:10+ yearsCustomer supportLATAMPeople management

Skills:Customer focusCoachingMentoringPerformance managementProcess improvement

Languages:English

Tech Stack:JavaSQLRESTfulAPIsCloud solutionsTableauLookerZendeskWFMRCA

Company Brief

Twilio

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn