Manager, Personalized Support - Remote

Overview

The Personalized Support Manager at Twilio is responsible for overseeing a team of Technical Account Managers, enhancing customer experiences, and collaborating with various teams to drive product performance.

In Short

• Lead a team of Technical Account Managers for strategic customer support.
• Coach and mentor team members to improve their performance.
• Address technical queries and advocate for customer needs.
• Collaborate with Sales and other teams to manage customer accounts.
• Foster a culture of collaboration and customer empathy.
• Drive complex product issue resolutions.
• Manage multiple initiatives and operational requirements.
• Possess strong emotional intelligence and communication skills.
• Engage in continuous improvement of support standards.
• Participate in occasional travel for team meetings.

Requirements

• 6+ years in support or operations in a software/SaaS environment.
• 4+ years leading a technical support team.
• Experience in coaching for best-in-class customer support.
• Strong interpersonal and professional writing skills.
• History of managing complex product issues and escalations.
• Ability to develop performance outcomes and manage tasks.
• Analytical approach to problem-solving and diplomacy.

Benefits

• Competitive pay and generous time off.
• Parental and wellness leave.
• Healthcare and retirement savings program.
• Support for volunteering and community impact.
• Work in a remote-first environment.