# Manager, Technical Support

**Company**: Twilio
**Location**: Remote - Colombia
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Customer Support
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/7906083?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0231fbd3-20c

## Description

We're seeking a Manager, Technical Support to lead one of our Global Customer Support teams. You will be responsible for executing operational strategies, managing a team of Customer Support Team Leads, and ensuring excellent partner and customer satisfaction.

In this role, you'll:

- Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management.

- Directly manage a team of Team Leads, ensuring high levels of engagement, motivation, and performance.

- Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback.

- Drive accountability among direct reports, leveraging tooling & reports to monitor and improve key performance metrics.

- Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA).

- Collaborate with cross-functional teams to implement betterment plans for recurring issues.

- Support key customers with high-priority cases, ensuring proactive communication and resolution strategies.

- Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk.

- Partner with other managers and business stakeholders to improve support processes and enhance customer experience.

Requirements:

- 7+ years of experience in a customer-facing technical support or related management role within a SaaS, telecom, or B2B environment.

- Strong leadership experience, with a track record of coaching and mentoring high-performing teams.

- Proven ability to drive operational excellence, set team goals, and improve key performance metrics including CSAT, NPS, SLA, and backlog management.

- Experience handling escalations and conducting root cause analysis (RCA), ensuring quick resolutions and long-term improvements.

- Familiarity with support, data, and incident management tools such as Zendesk, Jira, Looker, and Tableau.

- Strong analytical skills with the ability to derive insights from data and drive data-informed decision-making.

- Excellent communication skills, both written and verbal, with the ability to present findings and recommendations to senior leadership.

## Skills

### Required
- customer support
- technical support
- team leadership
- coaching
- mentoring
- performance management
- escalation management
- root cause analysis
- data analysis
- incident management
- Zendesk
- Jira
- Looker
- Tableau

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/7906083?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)