Manager, Technical Support

Twilio
Colombia
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 10+ yearsSkills: ["Customer focus","Coaching","Mentoring","Performance management","Process improvement"]

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.

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FursaFursa
Twilio
Twilio
1 month ago

Manager, Technical Support

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

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
Glassdoor: 4.0
WebsiteLinkedIn