Manager, Personalized Support

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to  hundreds of thousands of businesses  and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio’s next Manager, Personalized Support.

About the job

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. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.

Responsibilities

In this role, you’ll:

Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for our strategic customers. The team’s role is to assist customers to resolve complex technical problems, deliver proactive guidance to provide added value through the use of Twilio technologies and be the champion for the customer within Twilio. 

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. A large part of your role involves understanding customer roadblocks and pain points and advocating in a data driven way with product management and engineering teams to enhance the customer experience and delight Twilio customers.  

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.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

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.

Location

This role will be remote, and based in Colombia.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.