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About Twilio

Twilio is a leading cloud communications platform that enables developers to build, scale, and monetize customer communications across channels. This role is for a Manager, Personalized Support.

About the Role

As the Manager, Personalized Support, you will lead a remote, globally distributed team responsible for delivering personalized support experiences to Twilio customers. You will partner with Product, Engineering, and Success teams to optimize journeys, reduce friction, and ensure high customer satisfaction.

Responsibilities

Lead and manage a remote, globally distributed team of personalized support specialists.
Define service levels, response times, and customer satisfaction metrics; monitor performance.
Build scalable processes for personalized support across channels (email, chat, phone, in-product).
Collaborate with Product, Engineering, and Success teams to improve customer journeys.
Hire, coach, develop, and retain top support talent; manage performance and career growth.
Create and maintain standard operating procedures, playbooks, and training materials.
Own escalations, resolve complex customer issues, and advocate for customer needs.
Analyze support data to identify trends and drive continuous improvement.

Requirements

5+ years of people management experience in customer support or success, preferably in tech/SaaS.
Experience leading remote teams and operating in cross-functional environments.
Excellent communication and relationship-building skills.
Knowledge of customer support tools and data-driven approaches.
Bachelor's degree or equivalent.

Benefits

Competitive compensation, remote-friendly work environment, and comprehensive benefits.

Twilio