The opportunity
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.
What you'll do
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.
+ years of experience as part of a support or operations team in a software or SaaS company.
What they're looking for
- + 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.
