Manager, Personalized Support

Twilio

. Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for Twilio’s strategic customers.

Posted 4/22/2026full-timeRemote • 🇨🇴 ColombiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for Twilio’s strategic customers.
As the Personalized Support Manager, you will be the coach and leader for a team of TAMs; 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, 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 teams to manage customer accounts.
You will enable and train new employees to supplement existing resources as needed while raising the bar on the standard of support excellence.
You will foster a strong culture of collaboration and customer empathy in the team.

Requirements

What you’ll need

6+ years of experience as part of a support or operations team in a software or SaaS company.
4+ years experience leading a technical support team in a software or SaaS company.
Experience coaching Technical Account Managers in providing best-in-class customized proactive and reactive support to customers.
Exceptional emotional intelligence, interpersonal communication and professional writing skills.
Demonstrated history of driving complex product issue resolutions including escalation management, internal and external strategy planning through to solution delivery.
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.

Benefits

Comp & perks

Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare
A retirement savings program
Much more

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportescalation managementKPI reportingdata analysissolution deliverytraining strategiesenablement strategiescustomer experience enhancementoperations managementperformance management

Soft Skills

emotional intelligenceinterpersonal communicationprofessional writingteam leadershipcollaborationcustomer empathycoachingproblem-solvingdiplomacyanalytical thinking