Manager, Personalized Support

TL;DR

Manager, Personalized Support (SaaS): Leading a team of Technical Account Managers to provide proactive guidance and resolve complex technical issues for strategic customers with an accent on team coaching, performance management, and cross-functional advocacy. Focus on scaling support operations, driving customer satisfaction, and collaborating with product and engineering teams to enhance the overall customer experience.

Location: Must be based in Colombia

Company

Twilio is a global leader in cloud communications, empowering developers and businesses to build personalized customer experiences through modern communication solutions.

What you will do

• Lead and coach a team of Technical Account Managers (TAMs) to deliver proactive technical guidance and support.
• Address complex technical roadblocks and advocate for customer needs with product and engineering teams using data-driven insights.
• Forecast team growth and scale resources to meet the needs of strategic customers.
• Hire, train, and mentor new team members to maintain high standards of excellence.
• Foster a culture of collaboration, customer empathy, and professional development within the support organization.
• Analyze KPIs and performance metrics to ensure team goals and customer satisfaction targets are met.

Requirements

• Must be based in Colombia
• 5+ years of experience in management of a technical support team within a web-based software or SaaS company.
• Proven ability to lead teams to achieve performance outcomes, including KPI analysis and daily management.
• Strong commitment to employee development, coaching, and well-being.
• Passion for driving exceptional customer satisfaction and experience.

Culture & Benefits

• Competitive pay and comprehensive benefits package.
• Generous time off, parental leave, and wellness support.
• Retirement savings program.
• Strong culture of global inclusion, diversity, and connection.
• Opportunities for professional growth and learning within a remote-first environment.