Empowering communication for businesses worldwide
Twilio (NYSE: TWLO) is a leading cloud communications platform that empowers over 150,000 businesses, including major brands like Deliveroo, Duolingo, and Toyota, to enhance customer engagement through its easy-to-use APIs. Headquartered in the Financial District of San Francisco, Twilio has raised ...
Twilio offers generous annual time off, comprehensive health programs, and remote work opportunities. Employees can also earn a Twilio track jacket by...
Twilio's culture is rooted in innovation and customer-centricity, stemming from its origins in simplifying communications for businesses. The company ...
Twilio • Remote - US
Twilio is seeking a Senior Manager for Personalized Support to oversee customer support delivery and manage teams of Technical Account Managers and Tech Leads. This role requires strong leadership skills and experience in customer support management.
You have a proven track record in customer support management, with experience leading teams and driving performance in a remote environment. You understand the importance of personalized customer experiences and have a passion for empowering teams to deliver exceptional service. Your leadership style fosters collaboration and inclusivity, ensuring that all team members feel valued and engaged. You are adept at building relationships across functional teams and have a strategic mindset that aligns customer support with business goals. You are committed to continuous improvement and are always looking for ways to enhance the customer experience through innovative solutions.
As the Senior Manager of Personalized Support at Twilio, you will lead a team of Technical Account Managers and Tech Leads, ensuring that they have the resources and support needed to excel in their roles. You will collaborate with various functional teams within the Global Customer Support organization to align support strategies with sales verticals. Your responsibilities will include developing and implementing best practices for customer support delivery, monitoring team performance, and providing coaching and mentorship to your team members. You will also play a key role in shaping the customer support strategy, leveraging data and feedback to drive improvements and enhance the overall customer experience.
Twilio offers a remote-first work environment that prioritizes flexibility and work-life balance. You will be part of a diverse and inclusive team that values collaboration and innovation. We provide opportunities for professional growth and development, ensuring that you have the tools and resources to succeed in your role. Our culture emphasizes connection and community, allowing you to build meaningful relationships with colleagues across the globe. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and experiences.
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