Manager, Personalized Support

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!

*Required:

• 6+ years of experience as part of a support or operations team in a software or SaaS company.
• 4+ years of leadership experience—either as a direct people manager OR as a Team Lead / TAM with demonstrated experience mentoring, coaching, or leading initiatives/squads.
• Proven ability to coach technical team members in delivering proactive and reactive support to enterprise customers.
• Exceptional emotional intelligence, interpersonal communication and professional writing skills.
• Demonstrated history of handling complex escalations, incident management, and cross-functional problem-solving.
• 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 India (Karnataka, Tamil Nadu, Telangana, Maharashtra OR Delhi).

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.