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Manager, Technical Support

1 month, 2 weeks ago
Colombia
Full-time
Lead
Technical Support Engineer
Project and Program Management
Java Looker REST API SQL Tableau Twilio
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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 55

Description

  • Ensure partner and customer satisfaction while meeting or exceeding operational KPIs including Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management.
  • Develop and execute career growth plans for team members through regular coaching, mentoring, and performance feedback.
  • Lead internal and external escalations, including Support Duty Manager escalations, and drive rapid resolution and root cause analysis.
  • Identify and implement customer support workflow improvements using data-driven insights from tools such as Tableau, Looker, and Zendesk.
  • Participate in hiring and onboarding Technical Support Engineers to build a strong and effective team.
  • Work with Workforce Management teams to plan scheduling, staffing, and operational adherence.
  • Partner with internal stakeholders to improve the customer experience and escalate product-related issues effectively.
  • Surface insights on customer needs, support trends, and operational challenges to relevant internal teams.

Requirements

  • 10+ years of relevant experience, including at least 4+ years in people management.
  • Strong knowledge of Java, SQL, RESTful technology, APIs, and cloud solution troubleshooting.
  • Experience coaching and managing performance with a strong customer-first mindset.
  • Experience working inclusively with team members across different geographic locations and time zones.
  • Learning mindset with the ability to learn new topics quickly and build relevant knowledge.
  • Demonstrated ability to identify process and team improvements and creatively solve problems at scale.
  • Proven documentation ability to create and curate internal and external documentation.
  • Strong English written and verbal communication skills.
  • Understanding and experience with AI-related tools is preferred.
  • Strong commercial acumen with the ability to identify expansion opportunities through customer interactions is preferred.
  • Experience designing and implementing large-scale transformation initiatives, operating models, or support strategies is preferred.
  • Remote role based in Colombia.
  • Occasional travel may be required 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.
  • Support for volunteering and donation efforts.

Interested in this position?

Apply directly on the company website

Apply Now

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