Greenhouse ·
full-timeManager, Personalized Support
Twilio · Remote -
Twilio provides cloud‑based communications platforms that let businesses and developers build voice, messaging, video and email experiences through APIs. The Manager, Personalized Support role (based in the EMEA time zone and remote‑first) leads a team of Personalized Support Engineers who work with strategic customers and Technical Account Managers. Day‑to‑day responsibilities include coaching engineers on technical and professional growth, overseeing the resolution of complex escalations, driving proactive guidance for customers, and continuously improving support processes and standards. The manager collaborates with engineering, product, readiness and other cross‑functional teams to align support efforts with customer needs, participates in hiring, onboarding and training new talent, and tracks performance through KPI reporting and analysis. The position suits candidates with several years of experience in support or operations within a software or SaaS environment, proven people‑leadership or team‑lead experience, strong emotional intelligence and communication skills, and a track record of handling technical escalations, incident management and process improvement. Familiarity with networking protocols, cloud computing and cross‑functional problem‑solving is advantageous.
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. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Manager, Personalized Support (EMEA). About the job The Personalized Support Manager is responsible for the performance of Twilio’s products and will manage a team of global Personalized Support Engineers while working in the EMEA time zone. 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 and Develop: Coach and lead a team of Personalized Support Engineers (PSEs) supporting strategic customers. Bring out the best in team members with a focus on their professional growth, technical enablement, and overall well-being. Drive Customer Value: Oversee how the PSE team assists TAMs and customers to resolve complex technical issues, deliver proactive guidance, and champion the customer’s needs within Twilio. Optimize Operations: Continuously evaluate support operations to drive procedural improvements, internal process evolution, and elevated support standards. Cross-Functional Collaboration: Partner closely with Personalized Support Managers overseeing TAMs and other cross-functional leads to ensure seamless customer alignment. Hire and Build: Hire, onboard, and train team members (or transition internal talent) while maintaining high standards of excellence, customer empathy, and team collaboration. 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: 6+ years of experience as part of a support or operations team in a software or SaaS company. 4+ years of leadership experience—either as a direct people manager OR as 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 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. Experience working with Salesforce, JIRA, Confluence, Airtable, Zendesk and other project tools. Location This role will be remote, and based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra OR Delhi). 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. 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
Manager, Personalized Support: role and responsibilities
- Coach and lead a team of Personalized Support Engineers supporting strategic customers.
- Focus on team members' professional growth, technical enablement, and overall well-being.
- Oversee how the team assists Technical Account Managers and customers to resolve complex technical issues and deliver proactive guidance.
- Continuously evaluate support operations to drive procedural improvements and elevate support standards.
- Partner with cross‑functional leads and hire, onboard, and train team members while maintaining high standards of excellence and customer empathy.
| Role | Manager, Personalized Support |
|---|---|
| Company | Twilio |
| Location | Remote - |
| Compensation | Not disclosed |
| Posted | 2026-09-29 |
| Deadline | Rolling |
How to prepare for the Manager, Personalized Support role
- Highlight your 6+ years of support/operations experience in a SaaS environment with concrete metrics.
- Provide examples of leading or mentoring technical teams, showing 4+ years of leadership or Team Lead/TAM experience.
- Prepare stories that demonstrate handling complex escalations, incident management, and cross‑functional problem‑solving.
- Emphasize your emotional intelligence, interpersonal communication, and professional writing skills with specific situations.
Common mistakes to avoid
- Mistake: Listing only technical skills without showing leadership experience; Fix: Include concrete examples of people‑management or Team Lead/TAM roles and outcomes.
- Mistake: Failing to quantify impact of support improvements; Fix: Add numbers such as reduced resolution time or increased customer satisfaction scores.
- Mistake: Overlooking the need for remote‑first collaboration evidence; Fix: Mention experience working across time zones or using virtual collaboration tools.
Resume keywords for this listing
Terms the listing itself uses. Include the ones you can back with a project or experience.
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Manager, Personalized Support at Twilio: frequently asked questions
- What is the salary for this role?
- Twilio has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Manager, Personalized Support position remote, hybrid or onsite?
- The listing marks this role as remote, with Remote - as the location.
- What is the application deadline?
- Twilio has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Manager, Personalized Support role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
- Is this role remote?
- The listing shows the location as Remote –, but it does not explicitly state the work mode; you may need to confirm with Twilio whether the position is fully remote or requires occasional in‑person attendance.
- What experience is required for this position?
- The listing requires 6+ years of experience in a support or operations team at a software or SaaS company and 4+ years of leadership experience as a people manager, Team Lead, or Technical Account Manager.
- Are there any specific degree or course requirements?
- The listing does not state any eligible degrees, courses, or batch requirements.
- How should I prepare for the interview?
- Prepare to discuss concrete examples of leading technical support teams, handling complex escalations, driving process improvements, and demonstrating strong emotional intelligence and communication skills.
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