Twilio
Manager, Technical Support
Job Summary
The role involves leading a customer support team focused on accounts and billing, with hands-on management of escalations and customer inquiries across multiple channels. Candidates should possess strong communication skills, experience in process improvement, and leadership capabilities to motivate and develop team members. The position requires expertise in billing systems like Zuora and Salesforce, and the ability to support a remote, global team. Emphasis is placed on continuous learning, operational excellence, and delivering an exceptional customer experience in a remote work environment.
Required Skills
Benefits
Job Description
Who we are
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.
See yourself at Twilio
Join the team as our next Manager, Technical Support.
About the job
This position is needed to lead one of Twilio's Customer Support teams in NAMER / LATAM. In this role, you’ll help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions.
We are looking for a people-person who’s passionate about delighting customers, mentoring and developing staff, learning about new and challenging subjects, and helping us improve processes and procedures. This role joins a fast-growing team of managers leading our ‘Accounts and Billing’ Customer Support teams in NAMER/LATAM. Reporting to the Accounts & Billing Support Senior Manager, this position is essential in supporting Twilio's continuing growth initiatives.
Responsibilities
In this role, you’ll:
- Hands-on involvement resolving escalations via email, phone and chat, handling complex customer inquiries.
- Set ambitious team and individual goals, lead to key success metrics like customer satisfaction and response time SLAs.
- Iterate and improve upon best-in-class customer service experiences, processes and policies. Maintain a mentality of continuous improvement, refining incident response time over phone, chat and email, improving the way the support team utilizes all support tools and features.
- Create a scalable workflow for escalations and product tracking.
- Support and maintain high morale among the team.
- Oversee the day-to-day operations of a scaling customer support team(s); responsible for hiring, scheduling, formal training, informal coaching, career development and performance management.
- Have a continuous learning mindset, own your own development and continuously use available resources to increase your knowledge and be able to better support your team members and the support organization.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
- Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience
- Experience being inclusive, while working with team members in different geographic locations and time zones
- Demonstrated ability to identify process and team improvements, innovation and “Drawing the Owl” to creatively solve problems and allow your team to operate at scale
- Have proven documentation ability to “write it down” to create and curate internal and external documentation
- Have Strong English written and verbal communication skills
Desired:
- Have 4 to 5 + years of experience as a P4 Team/Tech Lead supporting teams and Technical Support Managers (M3).
- Experience and understanding of billing related processes, tools and inquiries related to invoicing, pricing, etc.
- Understanding and experience with Zuora and Salesforce.
- Seek progress at all time, having a learning mindset that allows you to jump out of the comfort zone and put yourself in a constant learning mode - Interview process
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.
What We Offer
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?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
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 (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio
Connect with customers on their preferred channels—anywhere in the world. Quickly integrate powerful communication APIs to start building solutions for SMS and WhatsApp messaging, voice, and email.
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