Manager, Technical Support

🕒 July 15

🇨🇴 Colombia – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 17%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management. • Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback. • Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA). • Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk. • Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent. • Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements. • Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively. • Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges.

🎯 Requirements

• 10+ Years of relevant experience of which minimum 4+ years in people management. • Strong knowledge of Java, SQL, RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions. • Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience through people management, coaching and performance management for supporting employee experience. • Experience being inclusive, while working with team members in different geographic locations and time zones. • Learning mindset, ability to learn new things, be curious and build internal and external relevant knowledge. • 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.

🏖️ Benefits

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