Manager of Personalized Support

• 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
• 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

Benefits

• Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
• Work from home opportunities
• Generous annual time off in all countries
• Comprehensive health programs
• Programs to help our employees plan for their retirement needs
• Generous maternity, paternity, and adoption leaves, as well as family medical care leave
• Variety of snacks, drinks, and catered meals in each of our locations- 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
• Passionate about the customer experience and driving exceptional customer satisfaction results
• 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
• 5+ years experience in management of a technical support team in a web-based software or SaaS company
• 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!- Applications for this role are intended to be accepted until August 20th, but may change based on business needs
• We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!