Manager, Technical Support

Back to jobs Manager, Technical Support Remote
- Colombia Who We Are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions See yourself at Twilio Join the team as Twilio’s next Manager, Technical Support 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. 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 In this role, you’ll: 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. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table Required: 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. Desired: 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. Location This role will be remote, and based in Colombia. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer
Working at Twilio offers many benefits, including competitive pay, 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. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Apply for this job indicates a required field First Name
* Last Name
* Preferred First Name
* Email
* Phone Country
* Phone
* 244 results found No results found Afghanistan+93 Åland Islands+358 Albania+355 Algeria+213 American Samoa+1 Andorra+376 Angola+244 Anguilla+1 Antigua & Barbuda+1 Argentina+54 Armenia+374 Aruba+297 Ascension Island+247 Australia+61 Austria+43 Azerbaijan+994 Bahamas+1 Bahrain+973 Bangladesh+880 Barbados+1 Belarus+375 Belgium+32 Belize+501 Benin+229 Bermuda+1 Bhutan+975 Bolivia+591 Bosnia & Herzegovina+387 Botswana+267 Brazil+55 British Indian Ocean Territory+246 British Virgin Islands+1 Brunei+673 Bulgaria+359 Burkina Faso+226 Burundi+257 Cambodia+855 Cameroon+237 Canada+1 Cape Verde+238 Caribbean Netherlands+599 Cayman Islands+1 Central African Republic+236 Chad+235 Chile+56 China+86 Christmas Island+61 Cocos (Keeling) Islands+61 Colombia+57 Comoros+269 Congo
- Brazzaville+242 Congo
- Kinshasa+243 Cook Islands+682 Costa Rica+506 Côte d’Ivoire+225 Croatia+385 Cuba+53 Curaçao+599 Cyprus+357 Czechia+420 Denmark+45 Djibouti+253 Dominica+1 Dominican Republic+1 Ecuador+593 Egypt+20 El Salvador+503 Equatorial Guinea+240 Eritrea+291 Estonia+372 Eswatini+268 Ethiopia+251 Falkland Islands+500 Faroe Islands+298 Fiji+679 Finland+358 France+33 French Guiana+594 French Polynesia+689 Gabon+241 Gambia+220 Georgia+995 Germany+49 Ghana+233 Gibraltar+350 Greece+30 Greenland+299 Grenada+1 Guadeloupe+590 Guam+1 Guatemala+502 Guernsey+44 Guinea+224 Guinea-Bissau+245 Guyana+592 Haiti+509 Honduras+504 Hong Kong SAR China+852 Hungary+36 Iceland+354 India+91 Indonesia+62 Iran+98 Iraq+964 Ireland+353 Isle of Man+44 Israel+972 Italy+39 Jamaica+1 Japan+81 Jersey+44 Jordan+962 Kazakhstan+7 Kenya+254 Kiribati+686 Kosovo+383 Kuwait+965 Kyrgyzstan+996 Laos+856 Latvia+371 Lebanon+961 Lesotho+266 Liberia+231 Libya+218 Liechtenstein+423 Lithuania+370 Luxembourg+352 Macao SAR China+853 Madagascar+261 Malawi+265 Malaysia+60 Maldives+960 Mali+223 Malta+356 Marshall Islands+692 Martinique+596 Mauritania+222 Mauritius+230 Mayotte+262 Mexico+52 Micronesia+691 Moldova+373 Monaco+377 Mongolia+976 Montenegro+382 Montserrat+1 Morocco+212 Mozambique+258 Myanmar (Burma)+95 Namibia+264 Nauru+674 Nepal+977 Netherlands+31 New Caledonia+687 New Zealand+64 Nicaragua+505 Niger+227 Nigeria+234 Niue+683 Norfolk Island+672 North Korea+850 North Macedonia+389 Northern Mariana Islands+1 Norway+47 Oman+968 Pakistan+92 Palau+680 Palestinian Territories+970 Panama+507 Papua New Guinea+675 Paraguay+595 Peru+51 Philippines+63 Poland+48 Portugal+351 Puerto Rico+1 Qatar+974 Réunion+262 Romania+40 Russia+7 Rwanda+250 Samoa+685 San Marino+378 São Tomé & Príncipe+239 Saudi Arabia+966 Senegal+221 Serbia+381 Seychelles+248 Sierra Leone+232 Singapore+65 Sint Maarten+1 Slovakia+421 Slovenia+386 Solomon Islands+677 Somalia+252 South Africa+27 South Korea+82 South Sudan+211 Spain+34 Sri Lanka+94 St. Barthélemy+590 St. Helena+290 St. Kitts & Nevis+1 St. Lucia+1 St. Martin+590 St. Pierre & Miquelon+508 St. Vincent & Grenadines+1 Sudan+249 Suriname+597 Svalbard & Jan Mayen+47 Sweden+46 Switzerland+41 Syria+963 Taiwan+886 Tajikistan+992 Tanzania+255 Thailand+66 Timor-Leste+670 Togo+228 Tokelau+690 Tonga+676 Trinidad & Tobago+1 Tunisia+216 Turkey+90 Turkmenistan+993 Turks & Caicos Islands+1 Tuvalu+688 U.
S. Virgin Islands+1 Uganda+256 Ukraine+380 United Arab Emirates+971 United Kingdom+44 United States+1 Uruguay+598 Uzbekistan+998 Vanuatu+678 Vatican City+39 Venezuela+58 Vietnam+84 Wallis & Futuna+681 Western Sahara+212 Yemen+967 Zambia+260 Zimbabwe+263 Location (City)
* Resume/CV
* Attach Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile How did you hear about Twilio?
* Careers Website LinkedIn Twitter Glassdoor Indeed Twilio Blog Conference or Event Content (e.g. videos, ads, billboards etc) Other Please click all that apply Are you legally authorized to work in the country in which this role is located?
* Select... What is the source of your right to work where this role is listed?
* Select... By clicking the "Acknowledge" button, you acknowledge that Twilio processes data in accordance with the Twilio Applicant Privacy Policy.
* Acknowledge Twilio Applicant Privacy Policy By checking this box, I confirm I have read, reviewed and understood the guidelines outlined in the Candidate AI Responsible Use Policy. I affirm that all the information and materials I submit throughout my application and candidacy will reflect my own work and experience.
* Acknowledge Candidate AI Responsible Use Policy International
- Self-Identification of Demographic Information Twilio invites you to self-identify certain personal demographic information to help continue our mission to foster inclusivity in our workplace. Completing this survey is voluntary, but we do hope that you will participate because your responses help us measure the effectiveness of our outreach and recruitment activities. Responding is completely optional and voluntary and will not be used for the purposes of any employment decision. Any information you provide is confidential and is not accessible by recruiters, hiring managers or the interview team at any time. This data is collected, stored and otherwise processed in accordance with legal requirements. We hope you will join us in our commitment and enthusiasm for making Twilio a place where everyone belongs Voluntary Self-Identification of Gender
* Select... By checking this box, I consent to Twilio collecting, storing, and processing my responses to the demographic data surveys above.
* In This Role, You’ll: 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. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table Required: 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. Desired: 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. Location This role will be remote, and based in Colombia. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer
Working at Twilio offers many benefits, including competitive pay, 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. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Please click all that apply Twilio Applicant Privacy Policy Candidate AI Responsible Use Policy