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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 general 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 Twilio’s next Manager, Technical Support.
About the job
This position is needed to lead one of Twilio's Global Customer Support teams.
We are looking for a people-person who is passionate about delighting customers, mentoring staff, and improving processes. In this role, you will execute operational strategies and directly manage a team of Customer Support Team Leads. Reporting to the Director,



Technical Support (Email), this position is essential in supporting Twilio's continuing growth initiatives and building the next generation of leaders at Twilio.
Responsibilities
- Customer Service & Operational Excellence: Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as CSAT, SLA adherence, and backlog management. Regularly review and address DSAT feedback, reporting on trends and driving continuous improvements. Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience.
- Team Leadership & Development: Directly manage a team of Team Leads, ensuring high levels of engagement, motivation, and performance. Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback. Drive accountability among direct re

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📌 Global Technical Support Manager (Medellín)
🏢 Twilio
📍 Medellín