Manager, Personalized Support @Twilio

Overview

Twilio is seeking a Manager for Personalized Support to oversee the performance of its products and lead a team of global Personalized Support Engineers. This role collaborates with various teams to enhance customer experience and technical support, primarily for the EMEA time zone.

Key Responsibilities

• Coach and lead a team of Personalized Support Engineers, focusing on professional growth and technical enablement.
• Oversee team assistance to Technical Account Managers and customers to resolve technical issues.
• Drive procedural improvements in support operations and elevate support standards.
• Work closely with cross-functional teams to ensure customer alignment.
• Recruit, onboard, and train team members with a focus on excellence and collaboration.

Requirements

• 6+ years in a support or operations role in a software or SaaS company.
• 4+ years of leadership experience in managing teams or leading initiatives.
• Ability to coach technical team members in proactive and reactive support.
• Strong interpersonal communication and professional writing skills.
• Experience in handling complex escalations and cross-functional problem-solving.
• Strong analytical skills with the ability to prioritize multiple tasks.
• Knowledge of networking protocols and cloud computing is desirable.
• Experience with Salesforce, JIRA, Confluence, Airtable, and Zendesk is a plus.

Benefits

Competitive pay, generous time off, parental and wellness leave, healthcare, retirement savings program, and more.

Location

This role is fully remote and can be based in India, specifically in Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi.

How to Apply

Interested candidates can apply directly through the Twilio website.