Twilio - Manager, Personalized Support
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Requirements
• 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! • 6+ years of experience as part of a support or operations team in a software or SaaS company. • 4+ years experience leading a technical support team in a software or SaaS company. • Experience coaching Technical Support Engineers in providing best-in-class customized proactive and reactive support to customers. • Exceptional emotional intelligence, interpersonal communication and professional writing skills. • Demonstrated history of driving customer issue resolutions including escalation management, and coordination with internal operational teams. • 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 Colombia. • 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.
Responsibilities
• Lead a team of Personalized Support Engineers (PSEs) who support our strategic customers. The team’s role is to assist the TAMs and customers to resolve a mixture of technical problems, deliver proactive guidance to provide added value through the use of Twilio technologies and be the champion for the customer within Twilio. • As the Personalized Support Manager, you will be their coach and leader; bringing out the best in each of your team members with keen interest in their overall well being. • You are constantly looking for ways to improve support operations and areas that our PSEs can improve to provide our customers with the highest level of support possible. You are ready to own and drive procedural changes of internal support processes and initiatives. • You will also be working alongside our Personalized Support Managers who manage Technical Account Managers (TAMs). You will hire and train new employees to supplement existing resources as needed while all the time raising the bar on the standard of excellence. You will foster a strong culture of collaboration and customer empathy in the team.
Benefits
• 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. • Twilio thinks big. Do you? • We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. • So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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