个性化支持经理
Manager, Personalized Support
我们是谁
在 Twilio，我们正在塑造通信的未来，一切都在家中的舒适环境中进行。我们为数十万家企业提供创新解决方案，并赋能全球数百万开发者打造个性化的客户体验。
我们致力于远程优先的工作方式，以及紧密连接和全球包容的文化，这意味着无论你身处何地，你都是一个充满活力的团队的一部分，这个团队拥有多样化的经验，每天都在产生全球影响。随着我们继续革新世界互动的方式，我们不断学习新技能和经验，让工作真正令人满意。你的职业发展掌握在你自己手中。
招聘与我们的工作方式
我们使用人工智能（AI）来帮助提高招聘流程的效率。但要说的是，每个招聘决定都是由真正的 Twilions 做出的！
此外，虽然我们是一家远程优先的公司，但你可能会被要求临时到现场参加团队聚会、部门会议或客户会议。
在 Twilio 看见自己
加入我们，成为 Twilio 下一位个性化支持经理（EMEA）。
职位简介
个性化支持经理负责 Twilio 产品的表现，并管理一支全球个性化支持工程师团队，同时在 EMEA 时区工作。该职位的经理将与工程、支持能力、产品、准备就绪和其他跨职能团队合作，以支持客户和技术账户经理。
职责
在这个职位上，你将：
- 领导与发展：指导和支持一支个性化支持工程师（PSEs）团队，为关键客户提供支持。通过关注他们的职业成长、技术赋能和整体福祉，激发团队成员的最佳表现。
- 推动客户价值：监督 PSE 团队如何协助 TAM 和客户解决复杂的技术问题，提供主动指导，并在 Twilio 内部倡导客户的需求。
- 优化运营：持续评估支持运营，推动流程改进、内部流程演变和提升支持标准。
- 跨职能协作：与负责 TAM 的个性化支持经理及其他跨职能负责人密切合作，确保客户对齐。
- 招聘与建设：招聘、入职和培训团队成员（或内部人才转型），同时保持卓越的标准、客户同理心和团队协作。
资格要求
Twilio 重视多样化经验
查看英文原文
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions tohundreds of thousands of businessesand 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.
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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.
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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 to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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Stay alert to recruitment fraud
We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @ email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.
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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Originally posted on Himalayas