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Manager, Personalized Support

External
Twilio logoTwilio · Remote
Full-timeRemoteToday
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About the role

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, Personalized Support. The Personalized Support team is the team of TAMs & Personalized Support Engineers who help our top customers and are key part of our Twilio's Global Support organization. Twilio is a company that is empowering the world's developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.

Responsibilities

  • In this role, you'll:
  • As the Technical Support Manager of the Personalized Support team you will be their coach and leader bringing out the best in each of your team members with keen interest in their overall well being.

Requirements

  • *Required:
  • 5+ years experience in management of a technical support team in a web-based software or SaaS company.
  • Passionate about the customer experience and driving exceptional customer satisfaction results.
  • Recognize that the only way to do that is to develop and coach your employees, to treat them the same way you would want them to treat your customers.
  • Ability to lead a team to effectively develop and achieve the desired performance outcomes (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies, etc.
  • 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.

Benefits

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?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 (includiHealth insuranceRemote work optionsParental leave

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