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.

Requirements

[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)

Benefits

Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare
Retirement savings program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

customer supportpeople managementoperational efficiencyanalytical problem solvingdata-driven decision makinggoal settingperformance metricsstrategic thinkingprocess-oriented mindset

Soft skills

leadershipteam buildinginfluencecommunicationtime managementorganizational skillsinterpersonal skillsproblem-solvingadaptabilitycollaboration