Manager, Technical Support

This position is needed to lead one of Twilio's Customer Support teams in LATAM. In this role, you’ll help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions. We are looking for a people-person who’s passionate about delighting customers, mentoring and developing staff, learning about new and challenging subjects, and helping us improve processes and procedures. This role joins a fast-growing team of managers leading our global Voice Segment Platform Applications (VSPA) in LATAM. Reporting to the VSPA Senior Manager, this position is essential in supporting Twilio's continuing growth initiatives.

Responsibilities

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.

Nice to have

Understanding and experience with AI related tools; Strong commercial acumen with the ability to identify expansion opportunities through customer interactions; Proven ability to design and implement large scale transformation initiatives, operating models, or support strategies that drive business outcomes.

Benefits

Competitive pay; Generous time off; Ample parental and wellness leave; Healthcare; Retirement savings program; Offerings vary by location.