Twilio · 1 day ago
Senior Manager, Personalized Support
United States
Full-time
Remote
Senior Level
$142K/yr - $177K/yr
7+ years expTwilio is a company shaping the future of communications with innovative solutions for businesses. The Senior Manager of Personalized Support will oversee the Customer Support delivery, manage a team of Personalized Support Managers, and drive operational success within the organization.
Enterprise SoftwareMessagingMobile AppsSMSSoftware
Responsibilities
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
Qualification
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)
Preferred
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
Benefits
Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare
A retirement savings program
Health care insurance
401(k) retirement account
Paid sick time
Paid personal time off
Paid parental leave
Company
Twilio
Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API.
5001-10000 employees
H1B Sponsorship
Twilio has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (215)
2024 (168)
2023 (209)
2022 (369)
2021 (264)
2020 (157)
Funding
Current Stage
Public CompanyTotal Funding
$614.42MKey Investors
Founders Circle CapitalBessemer Venture PartnersUnion Square Ventures
2021-07-28Post Ipo Equity· $378.22M
2017-03-08Post Ipo Equity
2016-08-01Post Ipo Equity
Leadership Team
Khozema Shipchandler
Chief Executive Officer
Aidan Viggiano
Chief Financial Officer
Recent News
2025-12-29
2025-12-24
2025-12-18
Company data provided by crunchbase