Manager, Personalized Support (SaaS)

TL;DR

Manager, Personalized Support (SaaS): Leading the personalized support function to enhance customer experiences on Twilio's communications platform with an accent on operational efficiency and team leadership. Focus on managing support workflows, ensuring high-quality customer interactions, and driving personalized service strategies.

Location: Remote (US). Not eligible for hire in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC

Salary: $116,960 – $171,900

Company

Twilio is a cloud communications platform that empowers businesses to craft personalized customer experiences for millions of developers and businesses worldwide.

What you will do

• Lead and manage the personalized support team to deliver high-quality customer experiences.
• Develop and implement strategies to scale and optimize personalized customer support.
• Collaborate with cross-functional teams to improve communication solutions and product feedback loops.
• Oversee support operations and ensure alignment with global business goals.
• Manage team performance, growth, and foster a culture of connection and inclusion.

Requirements

• Must be based in the United States.
• Cannot be located in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC.
• Ability to travel occasionally for team gatherings, functional off-sites, or customer meetings.
• Proven experience in people management and support operations.

Culture & Benefits

• Remote-first work environment with a strong emphasis on global inclusion.
• Comprehensive health care insurance and 401(k) retirement account.
• Generous paid time off, including sick, personal, and parental leave.
• Wellness leave and competitive compensation packages.
• Values-driven culture ("Twilio Magic") and support for community volunteering and donation efforts.