Manager, Personalized Support

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Lead a team of Personalized Support Engineers (PSEs) dedicated to assisting our strategic customers.

• Collaborate with Technical Account Managers (TAMs) and customers to address a variety of technical challenges.

• Provide proactive insights to enhance the value derived from Twilio technologies.

• Act as the customer's advocate within Twilio.

• Mentor and support team members, showing a genuine interest in their overall well-being.

• Seek opportunities to enhance support operations.

• Take ownership of and implement procedural improvements in internal support processes and initiatives.

• Partner with Personalized Support Managers who oversee Technical Account Managers (TAMs).

• Recruit and train new staff to bolster existing resources as necessary.

• Cultivate a strong culture of teamwork and customer empathy within the team.

⛳️ Requirements

• Over 6 years of experience in a support or operations role within a software or SaaS organization.

• More than 4 years of experience leading a technical support team in a software or SaaS environment.

• Proven experience in coaching Technical Support Engineers to deliver top-tier customized proactive and reactive support to clients.

• Outstanding emotional intelligence, interpersonal communication, and professional writing abilities.

• A record of effectively driving customer issue resolutions, including managing escalations and coordinating with internal operational teams.

• Capability to lead a team while effectively developing and achieving desired performance metrics (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies, etc.).

• Skill in prioritizing multiple competing initiatives at once, including routine tasks, projects, on-call duties, and other operational demands.

• Diplomatic approach in uncertain situations, utilizing an analytical and process-oriented solution mindset.

• Understanding of networking protocols, standards, troubleshooting, and cloud computing.

• Familiarity with Salesforce, JIRA, Confluence, Airtable, Zendesk, and other project management tools.

🏝️ Benefits

• Competitive pay

• Generous time off

• Ample parental and wellness leave

• Healthcare

• Retirement savings program