Manager, Personalized Support - job 1 of 2
Skills
- Proven management of technical support or TAM teams in a web-based software/SaaS environment
- Strong coaching and people development skills focused on team wellbeing and performance
- Technical aptitude to understand, troubleshoot, and communicate complex technical issues
- Data-driven decision making and experience with KPI reporting/analysis
- Cross-functional collaboration with product, engineering, sales, and customer success
- Excellent verbal and written communication with customer-facing experience
- Experience hiring, scaling, and building operational processes for support teams
Responsibilities
- Lead and coach a team of Technical Account Managers, fostering development, wellbeing, and high performance
- Serve as escalation point for complex technical customer issues and participate in technical problem solving
- Advocate for customers with product and engineering using data-driven insights to influence product improvements
- Collaborate with Sales and Customer Success to forecast demand, hire, and scale the Personalized Support team
- Develop and monitor KPIs, performance frameworks, and reporting to ensure team targets are met
- Design and deliver training, enablement, and onboarding for new and existing team members
- Promote a culture of customer empathy, collaboration, and continuous improvement
- Occasionally travel for team or customer meetings and events
Education
- Bachelor's degree or equivalent practical experience in a technical or related field
- Open to diverse educational and career backgrounds; relevant certifications or training a plus
Benefits
- Competitive base salary with eligibility for corporate bonus plan
- Equity participation through Twilio’s equity plan (where eligible)
- Comprehensive healthcare (medical, dental, vision) offerings
- 401(k) retirement savings plan
- Generous paid time off, parental leave, and wellness leave
- Remote-first work culture with support for distributed teams
- Professional development and learning opportunities
- Paid sick time and other location-specific benefits
Average salary estimate
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Twilio is a software company that strengthens businesses by unifying their data to build insightful paths to customers, so they’re smarter with every interaction.
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