Manager, Personalized Support

Twilio
Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi
Workplace: RemoteFull timeFunction: Product ManagementExperience: 6+ yearsSkills: ["Leadership","Coaching","Emotional intelligence","Interpersonal communication","Cross-functional collaboration","Incident management","Analytical problem-solving","Customer empathy","KPI analysis"]

Lead and develop a global team of Personalized Support Engineers supporting strategic customers in the EMEA time zone. Oversee how the team works with Technical Account Managers to resolve complex technical issues and deliver proactive guidance, while continuously improving support operations and standards. Partner cross-functionally across Engineering, Supportability, Product, Readiness, and other Personalized Support Managers to ensure seamless customer alignment, and help hire, onboard, and train team members.

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FursaFursa
Twilio
Twilio
2 days ago

Manager, Personalized Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Lead and develop a global team of Personalized Support Engineers supporting strategic customers in the EMEA time zone. Oversee how the team works with Technical Account Managers to resolve complex technical issues and deliver proactive guidance, while continuously improving support operations and standards. Partner cross-functionally across Engineering, Supportability, Product, Readiness, and other Personalized Support Managers to ensure seamless customer alignment, and help hire, onboard, and train team members.
Location: Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Coach and lead a team of Personalized Support Engineers supporting strategic customers, focusing on professional growth, technical enablement, and well-being.
  • •Oversee how the PSE team assists TAMs and customers to resolve complex technical issues, deliver proactive guidance, and champion customer needs.
  • •Continuously evaluate and improve support operations, processes, and support standards.
  • •Collaborate cross-functionally, including with Personalized Support Managers and other cross-functional leads, to ensure seamless customer alignment.
  • •Hire, onboard, and train team members while maintaining high standards of excellence, customer empathy, and collaboration.
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement SavingsParental LeaveWellness Stipend

Key Requirements

  • •6+ years of experience in a support or operations team in a software or SaaS company.
  • •4+ years of leadership experience as a people manager or Team Lead/TAM, with mentoring/coaching experience.
  • •Proven ability to coach technical team members delivering proactive and reactive support to enterprise customers.
  • •Experience handling complex escalations, incident management, and cross-functional problem-solving.
  • •Exceptional emotional intelligence, interpersonal communication, and professional writing skills.
Experience:6+ yearsSaaSEnterprise customersCustomer supportTechnical support
Skills:LeadershipCoachingEmotional intelligenceInterpersonal communicationCross-functional collaborationIncident managementAnalytical problem-solvingCustomer empathyKPI analysis
Tech Stack:SalesforceJIRAConfluenceAirtableZendesk

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn