Manager, Technical Support (SaaS)

TL;DR

Manager, Technical Support (SaaS): Leading Global Customer Support teams to ensure operational excellence and high customer satisfaction with an accent on team leadership and operational KPIs. Focus on mentoring Team Leads, managing escalations, and optimizing support workflows using data-driven insights.

Location: Remote, must be based in Colombia

Company

Twilio is a global leader in communications software, empowering businesses to craft personalized customer experiences through innovative API solutions.

What you will do

• Directly manage and mentor a team of Customer Support Team Leads to drive engagement and performance.
• Ensure operational excellence by meeting and exceeding KPIs including CSAT, SLA adherence, and backlog management.
• Lead internal and external escalations and conduct root cause analysis (RCA) to drive long-term improvements.
• Optimize support workflows and processes using data-driven insights from Tableau, Looker, and Zendesk.
• Collaborate with cross-functional teams to surface customer needs and escalate product concerns.
• Oversee hiring and workforce planning to ensure staffing alignment with operational requirements.

Requirements

• 7+ years of experience in customer-facing technical support management within SaaS, telecom, or B2B environments.
• Must be based in Colombia.
• Proven track record of coaching and mentoring high-performing teams.
• Ability to drive operational metrics such as CSAT, NPS, and SLA.
• Proficiency with support and data tools such as Zendesk, Jira, Looker, and Tableau.
• Excellent written and verbal communication skills for reporting to senior leadership.

Nice to have

• Experience in the Email industry or contact center operations.
• Background in sales support, negotiation, and customer retention strategies.
• Experience implementing Agile methodologies and continuous improvement initiatives.
• Experience working in a follow-the-sun support model with global teams.

Culture & Benefits

• Remote-first work culture focused on global inclusion and connection.
• Competitive pay and generous time off.
• Comprehensive healthcare and retirement savings programs.
• Ample parental and wellness leave.
• Support for community volunteering and donation efforts.