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Manager, Technical Support

1 day, 4 hours ago
Colombia
Full-time
Lead
Technical Support Engineer
Customer and Technical Support
Agile JIRA Looker Tableau 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 146

Description

  • Ensure customer and partner satisfaction by meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management.
  • Review DSAT feedback, identify trends, and drive continuous improvements to support quality and efficiency.
  • Directly manage a team of Customer Support Team Leads, driving engagement, motivation, and performance.
  • Coach, mentor, and provide performance feedback while building career growth plans for team members.
  • Lead internal and external escalations, including high-priority customer cases and Support Duty Manager escalations.
  • Perform root cause analysis and collaborate with cross-functional teams on betterment plans for recurring issues.
  • Identify and implement support workflow improvements using data from tools such as Tableau, Looker, and Zendesk.
  • Partner with stakeholders to improve support processes, enhance customer experience, and contribute to scaling and automation initiatives.
  • Participate in hiring, onboarding, staffing, and workforce planning with WFM teams.
  • Collaborate on special projects and surface customer and operational insights to internal teams.

Requirements

  • 7+ years of experience in a customer-facing technical support or related management role within a SaaS, telecom, or B2B environment.
  • Must be located within a 5-hour timezone difference of direct reports.
  • Remote work based in Colombia.
  • Strong leadership experience with a track record of coaching and mentoring high-performing teams.
  • Proven ability to improve operational metrics such as CSAT, NPS, SLA, and backlog management.
  • Experience handling escalations and conducting root cause analysis (RCA).
  • Familiarity with Zendesk, Jira, Looker, and Tableau.
  • Strong analytical skills with the ability to drive data-informed decision-making.
  • Excellent written and verbal communication skills, including presenting to senior leadership.
  • Preferred experience in email industry practices, contact center operations, or enterprise customer support.
  • Preferred experience building career development plans and promotion readiness strategies.
  • Preferred background in sales support, negotiation, and customer retention strategies.
  • Preferred experience implementing Agile methodologies and continuous improvement initiatives.
  • Preferred experience working in a follow-the-sun support model with remote and global teams.

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Remote-first work environment.
  • Opportunities to travel occasionally for project or team in-person meetings.

Interested in this position?

Apply directly on the company website

Apply Now

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