[Hiring] Manager, Personalized Support @Twilio

Role Description

The Personalized Support Manager is responsible for the performance of Twilio’s products and will manage a team of global Personalized Support Engineers while working in the EMEA time zone. The Manager in this role collaborates with Engineering, Supportability, Product, Readiness and other cross-functional teams to enable customers and Technical Account Managers.

Responsibilities

• Lead and Develop: Coach and lead a team of Personalized Support Engineers (PSEs) supporting strategic customers. Bring out the best in team members with a focus on their professional growth, technical enablement, and overall well-being.
• Drive Customer Value: Oversee how the PSE team assists TAMs and customers to resolve complex technical issues, deliver proactive guidance, and champion the customer’s needs within Twilio.
• Optimize Operations: Continuously evaluate support operations to drive procedural improvements, internal process evolution, and elevated support standards.
• Cross-Functional Collaboration: Partner closely with Personalized Support Managers overseeing TAMs and other cross-functional leads to ensure seamless customer alignment.
• Hire and Build: Hire, onboard, and train team members (or transition internal talent) while maintaining high standards of excellence, customer empathy, and team collaboration.

Qualifications

• 6+ years of experience as part of a support or operations team in a software or SaaS company.
• 4+ years of leadership experience—either as a direct people manager OR as a Team Lead / TAM with demonstrated experience mentoring, coaching, or leading initiatives/squads.
• Proven ability to coach technical team members in delivering proactive and reactive support to enterprise customers.
• Exceptional emotional intelligence, interpersonal communication and professional writing skills.
• Demonstrated history of handling complex escalations, incident management, and cross-functional problem-solving.
• Ability to lead a team while effectively developing and achieving the desired performance outcomes (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies, etc.).
• Ability to prioritize multiple competing initiatives simultaneously including business as usual tasks, projects, on-call responsibilities and other operational requirements.
• Diplomacy in uncertain situations with an analytical and process driven solution approach.

Requirements

• Knowledge of networking protocols, standards, troubleshooting and cloud computing.
• Experience working with Salesforce, JIRA, Confluence, Airtable, Zendesk and other project tools.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• Retirement savings program.
• And much more. Offerings vary by location.