Personalized Support Manager
Lead a global team of Technical Account Managers to enhance customer experience and resolve complex technical issues at Twilio.
Posted by employer 1 day ago
First seen on Joblaze 12 hours ago
Last verified on the company career page 12 hours ago
Skills & Technologies
What you'll build
- Lead a team of Technical Account Managers
- Assist customers in resolving complex technical problems
- Deliver proactive guidance to customers
- Collaborate with cross-functional teams
- Manage customer accounts
Must have
- 6+ years of experience in a support or operations team
- 4+ years experience leading a technical support team
- Experience coaching Technical Account Managers
- Exceptional emotional intelligence and communication skills
- Demonstrated history of driving complex product issue resolutions
- Ability to prioritize multiple competing initiatives
Nice to have
- Knowledge of networking protocols and cloud computing
- Working knowledge of P/L and resource management
- Experience with project tools like Salesforce and JIRA
Practical constraints
- May be required to travel occasionally for in-person 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 Personalized Support Manager at Twilio oversees a team of Technical Account Managers, ensuring they effectively assist strategic customers with complex technical issues while delivering proactive guidance. This role requires strong leadership skills, a background in technical support within software or SaaS environments, and the ability to advocate for customer needs with cross-functional teams. Ideal candidates will have significant experience in coaching and managing support teams, along with a solid understanding of networking and cloud computing.
Joblaze insights
- Listed today — first seen on Joblaze November 14, 2026. Last confirmed on Twilio's careers page November 14, 2026.
Quick facts
- Is the Personalized Support Manager 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 Personalized Support Manager 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 Personalized Support Manager role at Twilio.
From the original posting
Who we are
See yourself at Twilio
Join the team as Twilio’s next Manager, Personalized Support.
About the job
The Personalized Support Manager is responsible for the performance of Twilio’s products and will manage a team of global Technical Account Managers while working in Mexico and Colombia time zones. 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 a team of Technical Account Managers (TAMs) who are the designated technical contacts for Twilio’s strategic customers. The team’s role is to assist customers in resolving complex technical problems, delivering proactive guidance to provide added value through the use of Twilio technologies and being the champion for the customer within Twilio.
- As the Personalized Support Manager, you will be the coach and leader for a team of TAMs; bringing out the best in each of your team members with keen interest in their overall well being.
- You are ready to dig deep and address technical questions as well as be able to zoom out and look at the larger picture. A large part of your role involves understanding customer roadblocks, pain points and advocating in a data driven way with product management and engineering teams to enhance the customer experience and delight Twilio customers.
- You will also be working alongside our Sales teams to manage customer accounts. You will enable and train new employees to supplement existing resources as needed while raising the bar on the standard of support excellence. You will foster a strong culture of collaboration and customer empathy in the team.
*Required:
- 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 Account Managers 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 complex product issue resolutions including escalation management, internal and external strategy planning through to solution delivery.
- 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.
- Working knowledge of P/L, expense, cost, resource and risk management in enterprise portfolios.
- Experience working with Salesforce, JIRA, Confluence, Airtable, Zendesk and other project tools.
Location
This role will be remote, and based in Colombia.
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.Standard company text repeated across Twilio's postings is omitted here.