Manager, Sales Support Specialists

About the Role

The role is at the intersection of strategy and execution, transforming how Twilio supports complex sales cycles. The ideal candidate will have experience in sales, sales operations, sales support, or revenue operations within a high-growth SaaS environment. They will also have a strong understanding of Salesforce, CPQ workflows, and deal desk mechanics.

Twilio is committed to remote-first work and values diverse experiences from all kinds of industries. The company encourages everyone who meets the required qualifications to apply, regardless of their career path.

What You Will Do

• Directly manage and lead a regional team of Sales Support Specialists, providing day-to-day guidance, performance management, and professional mentorship
• Standardize regional playbooks for Tasks, Tickets, Cases, and Deal-related Workflows to ensure global consistency and accountability
• Analyze team utilization and performance metrics to shift from anecdotal feedback to data-driven resourcing decisions
• Optimize SSS:AE alignment to ensure Account Executives receive equitable and efficient support for high priority deals
• Collaborate with the Chief of Staff and cross-functional Ops teams to identify and solve recurring bottlenecks in the sales workflow
• Develop and implement processes to improve sales support efficiency and effectiveness
• Work closely with sales leadership to understand sales priorities and develop strategies to support them
• Provide data-driven insights to inform sales strategy and optimization
• Develop and manage budgets for sales support initiatives

What We Are Looking For

• 5+ years of experience in Sales, Sales Operations, Sales Support, or Revenue Operations within a high-growth SaaS environment
• 2+ years of direct people management experience with a focus on coaching and professional development
• Proven technical proficiency in Salesforce, CPQ workflows, and deal desk mechanics
• Strong analytical skills with the ability to track team capacity, SLAs, and utilization rates
• Experience managing remote or distributed teams across EMEA and/or APJ
• Proficiency in Spanish, French, German is a plus but not required
• Direct Sales experience as an Account Executive, or equivalent
• Strong communication and interpersonal skills

Nice to Have

• Experience with sales analytics tools such as Tableau or Power BI
• Knowledge of sales Enablement platforms such as Showpad or Seismic
• Certification in Salesforce Administration or similar
• Experience with Agile project management methodologies

Benefits and Perks

• Competitive salary and bonus structure
• Equity and stock options
• Comprehensive health and dental insurance
• Flexible PTO and vacation policy
• Remote work stipend and home office setup
• Professional development opportunities and training budget
• Access to the latest technology and tools
• Collaborative and dynamic work environment
• Recognition and reward programs for outstanding performance

• Make sure to highlight your experience with Salesforce and CPQ workflows in your application, as these are key requirements for the role.
• Showcase your analytical skills by providing examples of how you've used data to inform sales strategy and optimization.
• As a leader of a remote team, it's essential to demonstrate your ability to manage and motivate distributed teams effectively.
• Be prepared to discuss your experience with sales support and how you've optimized sales processes in previous roles.
• Use your cover letter to tell a story about your career and how it aligns with Twilio's values and mission.
• Research Twilio's products and services to understand how they fit into the larger sales landscape and be prepared to ask informed questions during the interview process.
• Prepare examples of how you've handled common sales support challenges, such as managing multiple priorities or resolving complex customer issues.