Manager, Personalized Support
Support
SalesforceExcel
WFA Digital Insight
As the demand for personalized customer experiences continues to grow, companies like Twilio are at the forefront of this shift. With a 25% increase in remote customer support roles in the past year, professionals with expertise in Salesforce and team leadership are in high demand. Twilio's commitment to a remote-first work culture and diversity, equity, and inclusion makes this role particularly appealing for those seeking a dynamic and inclusive work environment. Before applying, candidates should be prepared to showcase their ability to coach and lead a team, as well as drive procedural changes to improve support operations.
Job Description
About the Role
The Manager, Personalized Support at Twilio is a key leadership position that entails leading a team of Personalized Support Engineers who provide critical support to the company's strategic customers. This role is crucial in ensuring that customers receive the highest level of support possible, leveraging Twilio technologies to deliver personalized customer experiences. The successful candidate will be responsible for coaching and leading the team, driving procedural changes to improve support operations, and collaborating with other departments to ensure seamless customer experiences. As a remote-first company, Twilio values diversity, equity, and inclusion, and this role is an excellent opportunity for professionals who thrive in a dynamic and inclusive work environment. With a strong culture of connection and global inclusion, Twilio offers a unique opportunity for growth and development. Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. The company's dedication to remote work and strong culture of connection and global inclusion means that no matter the location, employees are part of a vibrant team with diverse experiences making a global impact each day.What You Will Do
- Lead a team of Personalized Support Engineers who support strategic customers
- Coach and lead team members to bring out the best in each of them, focusing on their overall well-being
- Continuously look for ways to improve support operations and drive procedural changes to enhance customer experiences
- Collaborate with Technical Account Managers and other departments to ensure seamless customer experiences
- Hire and train new employees to supplement existing resources as needed
- Foster a strong culture of collaboration and customer empathy in the team
- Own and drive initiatives to improve internal support processes
- Work closely with other Personalized Support Managers to share best practices and drive excellence
- Develop and implement strategies to measure and improve team performance
- Stay up-to-date with industry trends and emerging technologies to ensure the team remains competitive
What We Are Looking For
- 6+ years of experience in a support or operations team in a software or SaaS company
- 4+ years of experience leading a technical support team in a software or SaaS company
- Experience coaching Technical Support Engineers
- Strong knowledge of Salesforce and Excel
- Excellent leadership and coaching skills
- Ability to drive procedural changes and improve support operations
- Strong collaboration and customer empathy skills
- Experience working in a remote-first environment
- Strong understanding of customer experience and support principles
Nice to Have
- Experience with artificial intelligence and machine learning technologies
- Knowledge of cloud-based technologies and platforms
- Certification in customer experience or support
- Experience working in a globally distributed team
- Fluency in multiple languages
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a dynamic and inclusive company
- Remote work environment with flexible working hours
- Access to cutting-edge technologies and tools
- Professional development and growth opportunities
- Collaborative and supportive team environment
- Recognition and reward programs
- Health and wellness programs
- Paid time off and holidays
How to Stand Out
- Ensure you have a strong understanding of Salesforce and Excel, as these are key requirements for the role.
- Showcase your leadership and coaching skills, highlighting your ability to drive procedural changes and improve support operations.
- Prepare to discuss your experience working in a remote-first environment and how you stay connected with your team.
- Emphasize your customer empathy skills and ability to collaborate with other departments to ensure seamless customer experiences.
- Be prepared to provide examples of how you have driven initiatives to improve internal support processes and measure team performance.
- Highlight your knowledge of industry trends and emerging technologies, and how you stay up-to-date with the latest developments.
- Demonstrate your ability to work in a fast-paced environment and adapt to changing priorities and requirements.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.