Manager, Technical Support

Summary

Join Twilio as a Manager, Technical Support, leading a Customer Support team in NAMER/LATAM. You will scale operations, deliver exceptional customer experiences, mentor staff, and improve processes. The role involves hands-on escalation resolution, goal setting, and continuous improvement initiatives. You will oversee team operations, including hiring, training, and performance management. This position requires strong customer focus, proven process improvement skills, and excellent communication. The role is remote, based in Colombia, with occasional travel.

Requirements

• Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience
• Experience being inclusive, while working with team members in different geographic locations and time zones
• Demonstrated ability to identify process and team improvements, innovation and “Drawing the Owl” to creatively solve problems and allow your team to operate at scale
• Have proven documentation ability to “write it down” to create and curate internal and external documentation
• Have Strong English written and verbal communication skills
• Currently work as a P4 level individual within the Global Customer Support organization

Responsibilities

• Hands-on involvement resolving escalations via email, phone and chat, handling complex customer inquiries
• Set ambitious team and individual goals, lead to key success metrics like customer satisfaction and response time SLAs
• Iterate and improve upon best-in-class customer service experiences, processes and policies. Maintain a mentality of continuous improvement, refining incident response time over phone, chat and email, improving the way the support team utilizes all support tools and features
• Create a scalable workflow for escalations and product tracking
• Support and maintain high morale among the team
• Oversee the day-to-day operations of a scaling customer support team(s); responsible for hiring, scheduling, formal training, informal coaching, career development and performance management
• Have a continuous learning mindset, own your own development and continuously use available resources to increase your knowledge and be able to better support your team members and the support organization

Preferred Qualifications

• Have 4 to 5 + years of experience as a P4 Team/Tech Lead supporting teams and Technical Support Managers (M3)
• Experience and understanding of billing related processes, tools and inquiries related to invoicing, pricing, etc
• Understanding and experience with Zuora and Salesforce

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program