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Manager, Personalized Support

1 hour, 30 minutes ago
Colombia
Full-time
Senior
Technical Account Manager
Customer and Technical Support
Twilio
Apply Now
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008
View All Jobs 128

Description

  • Lead a team of Technical Account Managers who support strategic customers as technical contacts and customer advocates.
  • Coach and develop team members while supporting their overall well-being and performance.
  • Address technical questions directly and understand larger customer issues and roadblocks.
  • Advocate with product management and engineering teams using data to improve the customer experience.
  • Collaborate with Sales and Customer Success teams to forecast growth and team scaling needs.
  • Hire and train new employees as needed to support team capacity.
  • Raise the standard of excellence through performance management, teamwork, collaboration, and enablement.
  • Build a strong culture of customer empathy and collaboration within the team.

Requirements

  • 5+ years of experience managing a technical support team in a web-based software or SaaS company.
  • Passion for customer experience and driving high customer satisfaction.
  • Ability to coach and develop employees effectively.
  • Ability to lead a team toward performance outcomes, including teamwork, collaboration, KPI reporting and analysis, frameworks, daily management tasks, and training and enablement strategies.
  • Experience working with technical support, customer success, or related customer-facing functions.
  • Ability to work remotely based in Colombia.
  • Willingness to travel occasionally for project or team in-person meetings.

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Remote-first work environment.
  • Opportunities to support volunteering and donation efforts.

Interested in this position?

Apply directly on the company website

Apply Now

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