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Twilio is seeking a Manager, Personalized Support to lead a team of Personalized Support Engineers (PSEs) supporting strategic enterprise customers in the EMEA time zone. This is a remote role based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi).
In this role, you will lead and develop a global team of PSEs, coaching them on technical enablement and professional growth. You'll oversee how the team assists Technical Account Managers (TAMs) and customers in resolving complex technical issues, delivering proactive guidance, and championing customer needs within Twilio. You'll continuously evaluate support operations to drive procedural improvements and elevated support standards.
Key responsibilities include:
- Leading and coaching a team of Personalized Support Engineers with focus on professional growth, technical enablement, and well-being
- Overseeing complex technical issue resolution and proactive customer guidance
- Optimizing support operations and driving process improvements
- Partnering with other Personalized Support Managers and cross-functional teams to ensure seamless customer alignment
- Hiring, onboarding, training, and developing team members while maintaining high standards of excellence and collaboration
- Managing performance outcomes, KPI reporting, training strategies, and daily management tasks
- Handling complex escalations and incident management
Twilio is a remote-first company delivering communications and identity infrastructure solutions to hundreds of thousands of businesses. You may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings. Occasional travel may be required for project or team in-person meetings.
**Requirements:**
Required:
- 6+ years of experience as part of a support or operations team in a software or SaaS company
- 4+ years of leadership experience as either a direct people manager OR 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 developing and achieving desired performance outcomes (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies)
- Ability to prioritize multiple competing initiatives simultaneously including business-as-usual tasks, projects, on-call responsibilities, and 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
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
