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Twilio // platform for building messaging applications
Bengaluru, India    Posted: Thursday, September 29, 2022
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See yourself at Twilio

Join the team as our next Manager, Personalized Support

Who we are & why were hiring

Twilio powers real-time business communications & data solutions that help companies & developers worldwide build better applications & customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, & we're looking for more builders, creators, & visionaries to help fuel our growth momentum.

About the job

The Personalized Support team is the team of TAMs & Personalized Support Engineers who help our top customers & are a key part of Twilio's Global Support organization.  Twilio is a company that is empowering the worlds developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, & your entire employee experience. We only win when our employees succeed & we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, & innovation & we want you & your ideas to thrive at Twilio.


As a Personalized Support Manager, you will live the Twilio Magic values:

  • WEAR THE CUSTOMERS SHOES: Manage a team of personalized support engineers  Our PSE team are the designated technical contacts for our strategic customers. The teams role is to assist customers to resolve complex technical problems, deliver proactive guidance to provide added value through the use of Twilio technologies. You are the champion for the customer within Twilio. 
  • EMPOWER OTHERS: As the Enterprise Support Manager of the Personalized Support team you will be a coach & leader bringing out the best in each of your team members. 
  • DONT SETTLE & DRAW THE OWL: You are ready to dig deep & address technical questions as well as be able to zoom out & look at the larger picture. A large part of your role involves understanding customer roadblocks & pain points & advocating in a data driven way with product management & engineering teams to enhance the customer experience & delight Twilio customers.  
  • BE INCLUSIVE: You will work alongside our Sales & Customer Success teams to forecast the growth & scale the team. You will hire & train new employees to supplement existing resources as needed & raise the bar on the standard of excellence. You will foster a strong culture of collaboration & customer empathy in the team.


Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, & we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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!


Twilio is looking for a Technical Support Manager who lives the Twilio Magic & has a proven track record of learning, growth, impact, & success. Ideal candidates:

  • 5+ years experience in management of a technical support team in a web-based software or SaaS company.
  • Passionate about our customers' experience & driving outstanding customer satisfaction results.
  • Recognize that the only way to do that is to develop & coach your employees, to treat them the same way you would want them to treat your customers. 
  • Ability to manage a team to develop & achieve the desired performance outcomes (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies, etc.)


This position would be located in our Bengaluru office in India. 

Around the world, Twilio offers benefits & perks to support the physical, financial, & emotional well being of you & your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers experience, understands that this is a marathon, not a sprint; that continuously & purposefully builds an inclusive culture that empowers everyone to do their best work & be the best version of themselves.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental & wellness leave, healthcare, a retirement savings program, & much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, & 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 & donation efforts.

So, if you're ready to unleash your full potential, do your best work, & be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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 & local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities & disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at

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