Manager, Personalized Support (LATAM) - Technical Leadership

A propos du poste

Join a global leader in real-time communications and data solutions. As a Manager of Personalized Support for the LATAM region, you will play a pivotal role in driving technical excellence and ensuring our most strategic clients receive world-class assistance.

Missions principales

• Lead, coach, and mentor a high-performing team of Personalized Support Engineers (PSE) to ensure technical excellence and professional growth.
• Oversee the support provided to strategic clients and Technical Account Managers (TAM), ensuring rapid and effective resolution of complex technical issues.
• Drive operational improvements by implementing new internal procedures and optimizing support workflows.
• Provide proactive technical guidance to clients to maximize the value and adoption of Twilio's technologies.
• Foster a culture of collaboration, empathy, and customer-centricity within the team.
• Manage recruitment, onboarding, and continuous training programs for your department.

Profil recherché

• Proven experience in technical support management or engineering leadership, ideally within a SaaS or cloud communications environment.
• Strong leadership skills with a demonstrated ability to coach engineers and manage high-stakes client relationships.
• Excellent communication skills, with the ability to translate complex technical concepts for diverse stakeholders.
• Ability to thrive in a fast-paced, remote-first environment while managing a distributed team in the LATAM region.
• Commitment to diversity, equity, and inclusion in all leadership practices.

Competences requises

• Technical Support Management & Operations
• Team Leadership & People Development
• Strategic Client Relationship Management
• Technical Troubleshooting & Problem Solving
• Process Optimization & Implementation

Ce que nous offrons

• A remote-first work environment offering flexibility and autonomy.
• The opportunity to work at the forefront of real-time communication technology.
• An inclusive culture that values diversity and professional excellence.