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Stytch Logo Stytch · IT - Administration

Manager, Personalized Support

Colombia · Job Posted June 29, 2026
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Job Description

The Personalized Support team is the team of TAMs & Personalized Support Engineers who help our top customers and are key part of our Twilio's Global Support organization. Twilio is a company that is empowering the world's developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience.

Job Responsibility

  • Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for our strategic customers
  • As the Technical Support Manager of the Personalized Support team you will be their coach and leader bringing out the best in each of your team members with keen interest in their overall well being
  • You are ready to dig deep and address technical questions as well as be able to zoom out and look at the larger picture
  • You will also be working alongside our Sales and Customer Success teams to forecast the growth and scale the team
  • You will hire and train new employees to supplement existing resources as needed while all the time raising the bar on the standard of excellence
  • You will foster a strong culture of collaboration and customer empathy in the team

Requirements

  • 5+ years experience in management of a technical support team in a web-based software or SaaS company
  • Passionate about the customer experience and driving exceptional customer satisfaction results
  • Recognize that the only way to do that is to develop and coach your employees, to treat them the same way you would want them to treat your customers
  • Ability to lead a team to effectively develop and achieve the desired performance outcomes (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies, etc.

What we offer

  • competitive pay
  • generous time off
  • ample parental and wellness leave
  • healthcare
  • retirement savings program
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