At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work and a strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next Manager, Personalized Support. About the job The Personalized Support Manager is responsible for the performance of Twilio’s products and will manage a team of global Technical Account Managers while working in United States Eastern and Central Time-Zones. The Manager in this role collaborates with Engineering, Supportability, Product, Readiness, and other cross-functional teams to enable customers and Technical Account Managers. Responsibilities In this role, you’ll: Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for Twilio’s strategic customers. The team’s role is to assist customers in resolving complex technical problems, delivering proactive guidance to provide added value through the use of Twilio technologies, and being the champion for the customer within Twilio. Be the coach and leader for a team of TAMs; bringing out the best in each of your team members with keen interest in their overall well-being. Understand customer roadblocks, pain points and advocate in a data-driven way with product management and engineering teams to enhance the customer experience and delight Twilio customers. Work alongside our Sales teams to manage customer accounts. Enable and train new employees to supplement existing resources as needed while raising the bar on support excellence. Foster a culture of collaboration and customer empathy. Qualifications We value diverse experiences from all industries and encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, consider Twilio. We look for individuals who bring new perspectives! *Required: 6+ years in support or operations in a software or SaaS company. 4+ years managing a technical support team in a software or SaaS environment. Experience coaching Technical Account Managers to provide top-tier support. Exceptional emotional intelligence, communication, and professional writing skills. Proven ability to resolve complex product issues, manage escalations, and strategize solutions. Leadership skills to develop and achieve performance outcomes. Ability to prioritize multiple initiatives and operational tasks. Diplomacy and analytical approach to uncertain situations. Knowledge of networking protocols, troubleshooting, and cloud computing. Familiarity with P/L, expenses, resources, and risk management. Experience with Salesforce, JIRA, Confluence, Airtable, Zendesk, and other tools. Location This role is remote, based in Colombia, supporting during CST or EST hours (8am to 5pm). Travel Approximately 10% travel is anticipated for in-person customer and team connections. What We Offer Competitive pay, generous time off, parental and wellness leave, healthcare, retirement plans, and more, varying by location. Our Values We embrace problem-solving, initiative, and innovation, guided by our Twilio Magic values. We also support community engagement through volunteering and donations. If you're ready to unleash your potential and grow with us, apply now! Not the right role? Explore other opportunities at Twilio. Equal Opportunity Twilio is proud to be an equal opportunity employer, committed to diversity and inclusion. We consider all qualified applicants, including those with criminal histories, in accordance with applicable laws. Accommodations We provide reasonable accommodations for individuals with disabilities. Contact us at [email protected] for assistance. #J-18808-Ljbffr