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Manager, Personalized Support

1 hour, 34 minutes ago
Colombia
Full-time
Lead
Operations Manager
Customer and Technical Support
Confluence JIRA Salesforce 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 137

Description

  • Lead a team of Technical Account Managers supporting Twilio’s strategic customers with complex technical issues and proactive guidance.
  • Coach and develop team members while maintaining a strong focus on their performance, collaboration, and well-being.
  • Partner with Engineering, Supportability, Product, Readiness, and other cross-functional teams to improve the customer experience.
  • Advocate for customer needs with product management and engineering using a data-driven approach.
  • Work alongside Sales teams to manage customer accounts and coordinate support efforts.
  • Enable and train new employees to supplement team capacity and strengthen support operations.
  • Raise the standard of support excellence through daily management, training, enablement, and operational frameworks.
  • Manage customer roadblocks, escalations, and issue resolution through to solution delivery.
  • Balance multiple priorities including business-as-usual work, projects, on-call responsibilities, and other operational requirements.

Requirements

  • 6+ years of experience on a support or operations team in a software or SaaS company.
  • 4+ years of experience leading a technical support team in a software or SaaS company.
  • Experience coaching Technical Account Managers in delivering customized proactive and reactive customer support.
  • Exceptional emotional intelligence, interpersonal communication, and professional writing skills.
  • Demonstrated experience driving complex product issue resolution, including escalation management and solution delivery.
  • Ability to lead a team while achieving performance outcomes such as KPI reporting, teamwork, collaboration, training, and enablement.
  • Ability to prioritize multiple competing initiatives simultaneously, including projects, on-call duties, and operational tasks.
  • Diplomacy in uncertain situations with an analytical and process-driven problem-solving approach.
  • Knowledge of networking protocols, troubleshooting, and cloud computing is preferred.
  • Working knowledge of P/L, expense, cost, resource, and risk management in enterprise portfolios is preferred.
  • Experience with Salesforce, JIRA, Confluence, Airtable, Zendesk, or similar project tools is preferred.
  • Role is remote and based in Colombia.
  • Occasional travel may be required for project or team in-person meetings.

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave.
  • Wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Remote-first work environment.
  • Support for volunteering and donation efforts.

Interested in this position?

Apply directly on the company website

Apply Now

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