Not specified; not specified; competitive pyy, gen...
Fully remote
6+ years support or operations experience
4+ years leading technical support teams
Experience coaching technical support engineers
Twilio is seeking a Manager for Personalized Support to lead a team of engineers in providing exceptional support to strategic customers. The ideal candidate should have extensive experience in technical support and team leadership within the software or SaaS sectors, along with strong emotional intelligence and communication skills
Job Summary
The role involves leading a team of Personalized Support Engineers who assist strategic customers and Technical Account Managers with technical problem resolution.
Twilio is seeking a leader to drive procedural changes, improve support operations, and foster a culture of collaboration and customer empathy.
Working at Twilio offers competitive pay, generous time off, ample parental and wellness leave, healthcare, and a retirement savings program.
Matching Summary
Match Score: 85
Twilio is seeking a Manager for Personalized Support to lead a team of engineers in providing exceptional support to strategic customers. The ideal candidate should have extensive experience in technical support and team leadership within the software or SaaS sectors, along with strong emotional intelligence and communication skills.
Salary
Not specified; Not specified; Competitive pay, generous time off, parental and wellness leave, healthcare, retirement savings program
Skills & Requirements
Must-have
6+ years support or operations experience
4+ years leading technical support teams
Experience coaching Technical Support Engineers
Driving customer issue resolutions and escalations
Developing performance outcomes and KPI reporting
Nice-to-have
Knowledge of networking protocols and cloud computing
Experience with Salesforce, JIRA, Confluence, Airtable
Strong culture of collaboration and customer empathy
Diplomacy in uncertain situations with analytical approach
Key Requirements
6+ years experience in software or SaaS support/operations
4+ years experience leading a technical support team
Exceptional emotional intelligence and professional writing skills
Ability to prioritize multiple competing initiatives simultaneously