Manager, Personalized Support
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Personalized Support Manager leading SaaS support engineers supporting strategic customers. Driving technical escalations, operational improvements, and cross-functional customer outcomes at Twilio.
Responsibilities:
- Lead and develop a team of Personalized Support Engineers supporting strategic customers
- Coach team members with a focus on professional growth, technical enablement, and well-being
- Oversee support for TAMs and customers in resolving complex technical issues
- Deliver proactive guidance and champion customer needs within Twilio
- Evaluate support operations and drive procedural improvements, process evolution, and elevated support standards
- Partner with Personalized Support Managers and cross-functional leads for customer alignment
- Hire, onboard, and train team members or transition internal talent
- Work with Engineering, Supportability, Product, Readiness, and other cross-functional teams
- Occasionally travel for project or team in-person meetings
Requirements:
- 6+ years of experience as part of a support or operations team in a software or SaaS company
- 4+ years of leadership experience as a direct people manager or Team Lead / TAM with demonstrated mentoring, coaching, or initiative/squad leadership experience
- Proven ability to coach technical team members delivering proactive and reactive support to enterprise customers
- Exceptional emotional intelligence, interpersonal communication, and professional writing skills
- Experience handling complex escalations, incident management, and cross-functional problem-solving
- Ability to lead a team and achieve performance outcomes, including KPI reporting/analysis, frameworks, daily management, training, and enablement strategies
- Ability to prioritize multiple competing initiatives, including business-as-usual tasks, projects, on-call responsibilities, and operational requirements
- Diplomacy in uncertain situations with an analytical and process-driven solution approach
- Knowledge of networking protocols, standards, troubleshooting, and cloud computing
- Experience with Salesforce, JIRA, Confluence, Airtable, Zendesk, and other project tools
Benefits:
- Competitive pay
- Generous time off
- Ample parental leave
- Wellness leave
- Healthcare
- Retirement savings program
- Volunteering and donation support
- Remote-first work arrangement
- Opportunities for team gatherings, functional off-sites, and customer meetings
- Professional growth, technical enablement, and employee well-being support
Similar Jobs
Customer Delivery Manager
Customer Delivery Manager leading customer delivery and SaaS integrations for Granular Energy’s clean-energy portfolio platform. Managing teams, enterprise implementations, and process improvements across Europe.
Compensation & Benefits Manager
Compensation & Benefits Manager entwickelt strategische Benefit-Programme für ValueNet, Deutschlands führenden Anbieter für Mitarbeiter-Benefits. Betreuung anspruchsvoller Kunden und Mitgestaltung innovativer Vergütungsmodelle.
Senior Lifecycle Manager
Senior Lifecycle Manager owning Timeleft’s consumer subscription lifecycle across email, push, SMS, and in-app. Driving activation, retention, reactivation, and AI-powered personalisation.
Contract Manager
Contract Manager scaling commercial agreements, Ironclad workflows, and legal operations. Supporting Higgsfield AI’s rapidly growing generative video business across Legal, Finance, and GTM.
Client Development Manager
Client Development Manager winning pharmaceutical and biotech compliance consultancy engagements for GxPAssure. Managing client accounts, regulatory-trigger leads and referrals across UK and international markets.
Care Manager, FT, 11p-7am
Overnight Caregiver supporting elderly residents with personal care and daily activities. Maintaining resident safety, dignity, documentation, and wellbeing for Monarch Communities.
Ticket Manager
Ticket Manager organizando demandas de melhorias e tickets de clientes. Fazendo a interface com a equipe responsável pelo atendimento em trabalho remoto.
Manager, Corporate Accounts – Alternate Site
Corporate accounts manager growing ICU Medical’s US non-acute medical device business. Leading strategic sales, contracting, pricing, and executive customer relationships.
Large Loss Bodily Injury Manager
Large Loss Bodily Injury Manager leading teams handling complex bodily injury claims for National General, a specialty insurance provider. Driving claim strategy, resolution, talent development, and operational outcomes.
Senior Associate, Launch Manager
Senior Launch Manager overseeing client implementations for Glia’s Banking AI platform. Configuring software, coordinating cross-functional teams, and driving measurable customer ROI.
Senior Associate, Launch Manager
Senior Launch Manager onboarding financial institutions onto Glia's Banking AI platform. Managing implementations, configuration, training, and measurable customer value.
Manager, Investigations – Disputes
Forensic investigations manager researching damages, valuation, and accounting matters for Secretariat, a complex-problems consulting firm. Preparing expert reports and supporting hearings, trials, and mediations.
Creator Manager
Creator Manager building Winona’s creator network and TikTok Shop affiliate channel. Managing creator relationships, content operations, and a small Virtual Assistant team.
Audit Manager – Independent Price Verification
Audit Manager leading Independent Price Verification audits for NatWest Group and subsidiaries. Delivering risk-based assurance over traded-instrument controls, IPV processes, and regulatory requirements.
Regional Manager
Regional Manager generating mutual-fund and financial-product sales for Saturna Capital’s Islamic-finance investment business. Managing East Coast relationships, client AUM growth, presentations, and travel.
Branch Accounts Manager
Branch Accounts Manager growing Loomis’s banking, ATM, and retail account portfolios. Managing client relationships, proposals, retention, and territory-based growth.
District Manager
District Manager overseeing pharmaceutical representatives, hospital access, performance development, and market activities. Managing VIP engagement, training, reporting, and regional sales execution across China.
Manager, Membership Acquisition
Membership Acquisition Manager growing NeuGroup’s finance and treasury professional network. Prospecting member companies, managing leads, and closing memberships for NeuGroup.
Regional Field Service Manager
Regional Field Service Manager overseeing dental equipment installation, repair, and technicians. Supporting Benco Dental, a full-service U.S. dental distributor, across the Richmond region.
Case Manager
Remote Registered Nurse case manager coordinating disease management, assessments, and care plans for Wholecare Medicaid members. Supporting self-management through telephonic outreach, education, and provider coordination.