Manager, Personalized Support

🔥 11 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Lead and develop a team of Personalized Support Engineers supporting strategic customers • Coach team members with a focus on professional growth, technical enablement, and well-being • Oversee support for TAMs and customers in resolving complex technical issues • Deliver proactive guidance and champion customer needs within Twilio • Evaluate support operations and drive procedural improvements, process evolution, and elevated support standards • Partner with Personalized Support Managers and cross-functional leads for customer alignment • Hire, onboard, and train team members or transition internal talent • Work with Engineering, Supportability, Product, Readiness, and other cross-functional teams • Occasionally travel for project or team in-person meetings

🎯 Requirements

• 6+ years of experience as part of a support or operations team in a software or SaaS company • 4+ years of leadership experience as a direct people manager or Team Lead / TAM with demonstrated mentoring, coaching, or initiative/squad leadership experience • Proven ability to coach technical team members delivering proactive and reactive support to enterprise customers • Exceptional emotional intelligence, interpersonal communication, and professional writing skills • Experience handling complex escalations, incident management, and cross-functional problem-solving • Ability to lead a team and achieve performance outcomes, including KPI reporting/analysis, frameworks, daily management, training, and enablement strategies • Ability to prioritize multiple competing initiatives, including business-as-usual tasks, projects, on-call responsibilities, and operational requirements • Diplomacy in uncertain situations with an analytical and process-driven solution approach • Knowledge of networking protocols, standards, troubleshooting, and cloud computing • Experience with Salesforce, JIRA, Confluence, Airtable, Zendesk, and other project tools

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental leave • Wellness leave • Healthcare • Retirement savings program • Volunteering and donation support • Remote-first work arrangement • Opportunities for team gatherings, functional off-sites, and customer meetings • Professional growth, technical enablement, and employee well-being support