See yourself at Twilio

Join the team as our next Manager of Personalized Support

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

We are looking for a leader who lives our Twilio Magic and has a demonstrated track record of leading strong technical teams. They are also:

• Passionate about the customer experience and driving exceptional customer satisfaction results.

• Able to develop and coach employees, to treat them the same way you would want them to treat your customers.

We seek people who naturally demonstrate our values, who enjoy challenging problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.

Responsibilities

In this role, you’ll live the Twilio Magic values:

• WEAR THE CUSTOMER’S SHOES: 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 mentorship to provide added value through the use of Twilio technologies and be the champion for the customer within Twilio.

• EMPOWER OTHERS: As a Technical Support Manager of the Personalized Support team you will be their mentor and leader, bringing out the best in each of your team members with keen interest in their overall well being.

• DON’T SETTLE & DRAW THE OWL: 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 improve the customer experience and delight Twilio customers.

• BE INCLUSIVE: 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 improving on the standard of excellence. You will cultivate a strong culture of collaboration and customer empathy in the team.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

• Preferably 3+ years experience in management of a technical support team (5+) in a web-based software or SaaS company.

• Proven 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.)

• Cross-functional communication skills are a must. Ability to work with various other departments such as Sales or Engineering to push for issue resolution.

• Worked with large enterprises/global companies, skilled at de-escalating situations, empathizing with the customer, and following through.

Desired:

• Familiarity with the telecom industry, call center experience, and/or SaaS companies

Location

This role will be based remotely, within the Eastern or Central USA timezones.

Approximately 10% travel is anticipated.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.

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