Manager, Personalized Support

This is a fully remote position, open to applicants in India.

📋 Description

• Lead and nurture a team of Personalized Support Engineers dedicated to assisting strategic customers.

• Mentor team members with an emphasis on professional development, technical skills enhancement, and overall well-being.

• Manage support for Technical Account Managers (TAMs) and customers in addressing intricate technical challenges.

• Provide proactive insights and advocate for customer interests within Twilio.

• Assess support operations and promote procedural enhancements, process advancements, and elevated support benchmarks.

• Collaborate with Personalized Support Managers and cross-functional leaders to ensure customer alignment.

• Recruit, onboard, and train new team members or transition existing internal talent.

• Coordinate with Engineering, Supportability, Product, Readiness, and other cross-functional teams.

• Occasionally travel for project-related or team in-person meetings.

⛳️ Requirements

• Over 6 years of experience within a support or operations team in a software or SaaS environment.

• At least 4 years of leadership experience as a direct manager or Team Lead/TAM, with a proven track record in mentoring, coaching, or leading initiatives/squads.

• Demonstrated ability to coach technical team members in delivering both proactive and reactive support to enterprise clients.

• Outstanding emotional intelligence, interpersonal communication, and professional writing abilities.

• Experience in managing complex escalations, incident management, and cross-functional problem resolution.

• Capable of leading a team to achieve performance objectives, including KPI reporting and analysis, frameworks, daily management, training, and enablement strategies.

• Proficient in prioritizing multiple competing initiatives, encompassing routine tasks, projects, on-call duties, and operational needs.

• Demonstrates diplomacy in uncertain situations with an analytical and process-oriented approach to solutions.

• Knowledgeable in networking protocols, standards, troubleshooting, and cloud computing.

• Familiarity with Salesforce, JIRA, Confluence, Airtable, Zendesk, and other project management tools.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• Extensive parental leave.

• Wellness leave.

• Comprehensive healthcare coverage.

• Retirement savings plan.

• Support for volunteering and donations.

• Remote-first work environment.

• Opportunities for team gatherings, functional off-sites, and customer interactions.

• Support for professional development, technical skill enhancement, and employee well-being.