Senior Manager, Personalized Support

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) technologies to maintain an efficient, fair and transparent hiring process. Our hiring process is never completely automated, and uses AI in conjunction with our recruiting professionals.

See yourself at Twilio

Join the team as Twilio’s next Senior Manager - Personalized Support

About the job

This position is needed to grow and oversee Twilio’s world-class Customer Support delivery within NAMER, aligned with one of our Direct Sales Verticals, collaborate with all of the functional teams within our larger GCS Org and provide managerial oversight for the Personalized Support managers & members (ie Managers of  TAMs - Technical Account Managers and Tech Leads).

Responsibilities

The Sr. Manager will lead the Personalized Support teams composed of Managers of Technical Account Managers and Tech Leads.  You will be a key member of the Personalized Support leadership team and will build bridges with the other functional teams across Twilio. 

In this role, you’ll:

• Be responsible for the overall success of Twilio’s Personalized Support team, aligning with one of our NAMER Direct Sales Verticals. Responsibilities include scaling the team, meeting operational targets, increasing signups and revenue, and collaborating with the various leadership teams across the business.  
• Manage a team of Personalized Support Managers who manage Technical Account Managers aligned to supporting Personalized Support customers across a Sales Vertical.
• Innovate and develop new ways to achieve high levels of customer satisfaction and operational efficiency. 
• Create a culture that attracts and retains outstanding talent and partners with functional leadership to meet/exceed all operational targets.
• Drive the growth and scale of the Personalized Support US Western team.
• Collaborate with Support and Services leaders across all time zones, and deeply integrate with other functional teams.

Qualifications 

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:

• [7]+ years Customer Support / Post-Sales / People Management 
• Demonstrated leadership experience in building Customer Support teams, and working cross functionally in both managerial and collaborative capacities.
• A strategic thinker, able to come up with out-of-the-box solutions that drive efficiency, enable scale, and deliver on customer and internal performance metrics.
• Must be a strong leader with the ability to attract, motivate, retain and develop managers and individual contributors across multiple functional areas.
• Ability to influence and build bridges with peer teams, including those outside of the support organization.
• Strong operational discipline with an analytical and process-oriented mindset.
• Data-driven at your core: an analytical problem solver who can tackle big challenges with a sense of urgency.
• Proven track record of meeting and exceeding goals and operational targets.
• Strong oral and written communications skills.
• Able to work in a dynamic, ever changing environment with a strong bias toward action.
• Exceptional time management and organizational skills
• Solid communication and interpersonal skills; ability to be personable yet persistent
• Excellent problem-solving and analytical skills; developed business judgment 
• Hands-on experience with Salesforce and Zendesk and project management tools (i.e. Tableau, Airtable, G-Suite)

Desired:

• Experience in the financial services industry (banking services) or in health/life sciences is a plus.

• Availability to work in East Coast or Central time zones. 

Location

This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA

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.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. :$141,520.00 - $176,900.00.
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $149,840.00 - $187,300.00.
• Based in the San Francisco Bay area, California: $166,400.00 - $208,000.00.
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Application deadline information 

Applications for this role are intended to be accepted until Jan 14th, 2026, but may change based on business needs. 

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.