div class= content-intro p strong Who we are nbsp; /strong /p p At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to a class= c-link href= https://customers.twilio.com/ target= _blank data-stringify-link= https://customers.twilio.com/ data-sk= tooltip_parent nbsp;hundreds of thousands of businesses nbsp; /a and empower millions of developers worldwide to craft personalized customer experiences. /p p Our dedication to a class= c-link href= https://www.twilio.com/en-us/blog/open-work target= _blank data-stringify-link= https://www.twilio.com/en-us/blog/open-work data-sk= tooltip_parent remote-first work /a , 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. br br We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! /p p span style= color: rgb(255, 255, 255); . /span /p /div p strong See yourself at Twilio /strong /p p Join the team as Twilio’s next Manager, Technical Support /p p strong About the job /strong /p p This position is needed to lead one of Twilio's Customer Support teams in LATAM. In this role, you’ll help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions. nbsp; /p p 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 global Voice Segment Platform Applications (VSPA) nbsp; in LATAM. Reporting to the VSPA Senior Manager, this position is essential in supporting Twilio's continuing growth initiatives. /p p strong Responsibilities /strong /p p In this role, you’ll: /p ul li Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management. /li li Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback. /li li Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA). /li li Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk. /li li Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent. /li li Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements. /li li Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively. /li li Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges. /li /ul p strong Qualifications nbsp; /strong /p p 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! /p p strong *Required: /strong /p ul li 10+ Years of relevant experience of which minimum 4+ years in people management. /li li Strong knowledge of Java, SQL, RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions. /li li Abi