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**See yourself at Twilio** Join the team as our next Manager, Technical Support **Who we are & why we're hiring** Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum. **About the job** 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. **Responsibilities** In this role, you'll: - Set ambitious team and individual goals, lead to key success metrics like customer satisfaction and response time SLAs. - Create a scalable workflow for escalations and product tracking. - Support and maintain high morale among the team. - Oversee the day-to-day operations of a scaling customer support team(s); responsible for hiring, scheduling, formal training, informal coaching, career development and performance management. - Have a continuous learning mindset, own your own development and continuously use available resources to increase your knowledge and be able to better support your team members and the support organization. **Qualifications** **Required**: - Ability to put yourself in the customer's shoes and demonstrate your dedication to the customer experience - Experience being inclusive, while working with team members in different geographic locations and time zones - 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 - Have 2+ years of experience managing teams of customer-facing support experts **Desired**: - Seek progress at all time, having a learning mindset that allows you to jump out of the comfort zone and put yourself in a constant learning mode - Interview process **Location** This role will be remote, and based in Colombia. **What We Offer** There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. **Twilio thinks big. Do you?** We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. If this role isn't what you're looking for, please consider other open positions.
