Sales Support Specialist Manager

Twilio

12h•Remote

About The Position

This position is needed to centralize and optimize the Sales Support function across the Americas, ensuring standardized execution and equitable resource distribution for our Sales organization. You will lead a newly unified pillar of sales support specialists across NAMER and LATAM. As a leader, strategist, and builder of this function, you will build a data-driven culture to optimize our sales processes and create efficiencies. This role is at the intersection of strategy and execution, transforming how Twilio supports complex sales cycles.

Requirements

5+ years of experience in Sales, Sales Operations, Sales Support, or Revenue Operations within a high-growth SaaS environment.
2+ years of direct people management experience with a focus on coaching and professional development.
Proven technical proficiency in Salesforce, CPQ (Configure, Price, Quote) workflows, and deal desk mechanics.
Strong analytical skills with the ability to track team capacity, SLAs, and utilization rates.

Nice To Haves

Experience managing remote or distributed teams across both North America and Latin America.
Proficiency in Spanish or Portuguese is a plus but not required.
Direct Sales experience as an Account Executive, or equivalent.

Responsibilities

Directly manage and lead a regional team of Sales Support Specialists, providing day-to-day guidance, performance management, and professional mentorship.
Standardize regional playbooks for Tasks, Tickets, Cases, and Deal-related Workflows to ensure global consistency and accountability.
Analyze team utilization and performance metrics to shift from anecdotal feedback to data-driven resourcing decisions.
Optimize SSS:AE alignment to ensure Account Executives receive equitable and efficient support for high priority deals.
Collaborate with the Chief of Staff and cross-functional Ops teams to identify and solve recurring bottlenecks in the sales workflow.