Manager, Personalized Support

Who we are:

• Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide.
• We are a remote-first company with a strong culture of connection and global inclusion, where diverse experiences make a global impact each day.

About the job:

• As the Manager, Personalized Support (EMEA), you will manage a global team of Personalized Support Engineers and drive performance for Twilio’s products.
• You will collaborate with Engineering, Product, and cross-functional teams to enable customers and Technical Account Managers.

Responsibilities:

• Lead and develop a team of Personalized Support Engineers, focusing on coaching, professional growth, and overall well-being.
• Drive customer value by overseeing the PSE team in resolving complex technical issues and delivering proactive guidance.
• Optimize operations, evaluate support processes, and partner with cross-functional leads for seamless customer alignment.

Qualifications:

• 6+ years of experience in a support or operations team at a software/SaaS company, with 4+ years of leadership experience.
• Proven ability to coach technical team members, handle complex escalations, and prioritize multiple initiatives simultaneously.
• Desired knowledge of networking protocols, cloud computing, and experience with tools like Salesforce, JIRA, and Zendesk.