Remote Technical Support Manager, LATAM

Twilio; Colombia; Presencial; COP 282.300.000 - 407.766.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote‑first culture

Competitive pay

Generous time off

Healthcare

Descripción de la vacante

Twilio, a remote‑first company, is seeking a Manager, Technical Support to lead one of its LATAM Customer Support teams. You will mentor staff, manage escalations, and drive processes to deliver an extraordinary customer experience across the region.

You will partner with internal stakeholders, utilize Tableau, Looker and Zendesk for insights, and help scale operations while reporting to the VSPA Senior Manager. This role is remote and based in LATAM, with occasional travel as needed.

Formación

• 10+ years of relevant experience including 4+ years in people management.
• Strong knowledge of Java, SQL and RESTful technologies; experience with APIs and cloud solutions.
• Excellent customer focus with proven leadership and coaching skills.
• Experience working with diverse teams across time zones and geographies.

Responsabilidades

• Lead and scale one of Twilio's Customer Support teams in LATAM; deliver exceptional customer experiences.
• Coach, mentor, and develop staff; provide regular performance feedback.
• Own escalations and RCA; ensure rapid issue resolution.
• Leverage data-driven insights from Tableau, Looker and Zendesk to optimize workflows.
• Participate in hiring and onboarding of Technical Support Engineers; plan staffing with WFM.
• Collaborate with internal stakeholders to surface insights on customer needs and trends.

Conocimientos

People management

Java

SQL

RESTful APIs

Cloud

Customer experience

Documentation

English

Cross‑location collaboration

Herramientas

Tableau

Looker

Zendesk

Descripción del empleo

Twilio, a remote‑first company, is seeking a Manager, Technical Support to lead one of its LATAM Customer Support teams. You will mentor staff, manage escalations, and drive processes to deliver an extraordinary customer experience across the region.

You will partner with internal stakeholders, utilize Tableau, Looker and Zendesk for insights, and help scale operations while reporting to the VSPA Senior Manager. This role is remote and based in LATAM, with occasional travel as needed.