Manager, Personalized Support
Lead a global team of Personalized Support Engineers to enhance customer experiences at Twilio.
Posted by employer 4 days ago
First seen on Joblaze 18 hours ago
Last verified on the company career page 18 hours ago
Skills & Technologies
What you'll build
- Coach and lead a team of Personalized Support Engineers
- Oversee PSE team assisting TAMs and customers
- Evaluate support operations for improvements
- Partner with cross-functional leads for customer alignment
- Hire, onboard, and train team members
Must have
- 6+ years of experience in support or operations team
- 4+ years of leadership experience
- Proven ability to coach technical team members
- Exceptional emotional intelligence and communication skills
- Demonstrated history of handling complex escalations
Nice to have
- Knowledge of networking protocols and cloud computing
- Experience with project tools like Salesforce, JIRA, Confluence
Practical constraints
- May be required to travel occasionally for meetings
AI in the day-to-day
We use Artificial Intelligence (AI) to help make our hiring process efficient.
Requirements
- Experience
- 6+ years
Not disclosed in this posting: compensation, visa sponsorship.
Benefits
Joblaze summary
The Manager of Personalized Support at Twilio oversees a team of engineers dedicated to resolving complex technical issues for strategic customers. This role requires strong leadership skills, with a focus on coaching team members and optimizing support operations through collaboration with various departments. Ideal candidates will have significant experience in support or operations within a software or SaaS environment, along with a proven track record in managing teams and handling escalations. Twilio's remote-first culture emphasizes connection and inclusion, making it suitable for diverse backgrounds.
Joblaze insights
- Listed today — first seen on Joblaze September 27, 2026. Last confirmed on Twilio's careers page September 27, 2026.
- Salesforce appears in 4.9% of 82 comparable lead management roles in India; Zendesk appears in 1.2% of 82 comparable lead management roles in India.
Quick facts
- Is the Manager, Personalized Support role remote?
- Yes — Twilio lists this as a fully remote position.
- How much experience is required?
- At least 6 years of relevant experience for this Manager, Personalized Support role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AirTable, Confluence, Jira, Salesforce, Zendesk.
- What seniority level is this role?
- Twilio targets lead candidates for this position.
- Is this full-time or contract?
- Full-time for this Manager, Personalized Support role at Twilio.
From the original posting
Who we are
See yourself at Twilio
Join the team as Twilio’s next Manager, Personalized Support (EMEA).
About the job
The Personalized Support Manager is responsible for the performance of Twilio’s products and will manage a team of global Personalized Support Engineers while working in the EMEA time zone. The Manager in this role collaborates with Engineering, Supportability, Product, Readiness and other cross functional teams to enable customers and Technical Account Managers.
Responsibilities
In this role, you’ll:
- Lead and Develop: Coach and lead a team of Personalized Support Engineers (PSEs) supporting strategic customers. Bring out the best in team members with a focus on their professional growth, technical enablement, and overall well-being.
- Drive Customer Value: Oversee how the PSE team assists TAMs and customers to resolve complex technical issues, deliver proactive guidance, and champion the customer’s needs within Twilio.
- Optimize Operations: Continuously evaluate support operations to drive procedural improvements, internal process evolution, and elevated support standards.
- Cross-Functional Collaboration: Partner closely with Personalized Support Managers overseeing TAMs and other cross-functional leads to ensure seamless customer alignment.
- Hire and Build: Hire, onboard, and train team members (or transition internal talent) while maintaining high standards of excellence, customer empathy, and team collaboration.
*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).
Twilio thinks big. Do you?
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.Standard company text repeated across Twilio's postings is omitted here.