Manager, Personalized Support

See yourself at Twilio

Join the team as Twilio’s next Manager, Personalized Support (EMEA).

About the job

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

In this role, you’ll:

• 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 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:

• 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.

Desired:

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

Location

This role will be remote, and based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra OR Delhi).

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.