Manager, Technical Support Manager - Personalized Support

Twilio   •  

New York, NY

Industry: Telecommunications


Not Specified years

Posted 100 days ago

This job is no longer available.

We are searching for a Technical Support Manager to lead our team of Technical Account Managers who are distributed throughout the United States and Europe. You are passionate about the customer experience and driving exceptional customer satisfaction results and you recognize that the only way to do that is to develop and coach your employees, to treat them the same way you would want them to treat your customers.

We seek people who naturally demonstrate ourvalues, who are enjoy challenging problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.


Your role is to lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for our strategic customers. The team’s role is to assist customers to resolve complex technical problems, deliver proactive guidance to provide added value through the use of Twilio technologies and be the champion for the customer within Twilio.

As the Technical Support Manager of the Personalized Support team you will be their coach and leader bringing out the best in each of your team members with keen interest in their overall well being. You are ready to dig deep and address technical questions as well as be able to zoom out and look at the larger picture. A large part of your role involves understanding customer roadblocks and pain points and advocating in a data driven way with product management and engineering teams to enhance the customer experience and delight Twilio customers. You will also be working alongside our Sales and Customer Success teams to forecast the growth and scale the team. You will hire and train new employees to supplement existing resources as needed while all the time raising the bar on the standard of excellence. You will foster a strong culture of collaboration and customer empathy in the team.


Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. We only succeed at Twilio when our customers succeed. An outstanding customer experience with both our products and our service is an integral part of why customers choose Twilio, and your role is critical in ensuring the success here. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio. Come join us.


Whether you work remotely or at Twilio HQ in San Francisco, you will enjoy our incredible perks: catered meals, snacks, game room, ergonomic desks, massages, Wednesday dinners, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.