Manager, Technical Support - Email

Posted Aug 4

In this role, you’ll help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions. We are looking for a people-person who’s passionate about delighting customers, mentoring and developing staff, learning about new and challenging subjects, and helping us improve processes and procedures. This role joins a fast-growing team of managers leading our Email Technical Support teams globally.


In this role, you’ll:

  • Direct the activities and accountability of a direct team of individual contributors utilizing change management and employee engagement strategies
  • Demonstrate proficiency in mentoring and coaching direct reports through career growth plans and actionable feedback delivery
  • Drive accountability of direct reports to expected KPI targets leveraging tooling & reports to monitor metric attainment
  • Handle internal (including SDMEs)/external escalations, coordinating RCAs (Root Cause Analysis) and betterment plans


Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and 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!


  • Schedule: ability to work non-standard, on-call rotation weekend and holiday hours.
  • Preferably 3+ years experience in management of a technical support team (5+) in a web-based software or SaaS company.
  • Proven ability to lead a team to effectively develop and achieve the desired performance outcomes (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies, etc.)
  • Cross-functional communication skills are a must. Ability to work with various other departments such as Sales or Engineering to push for issue resolution.
  • Worked with large enterprises/global companies, skilled at de-escalating situations, empathizing with the customer, and following through.


  • Familiarity with customer communication platforms and/or SaaS companies


This role will be remote, and based in the USA.

Approximately 10% travel is anticipated.

What We Offer

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

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values.

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

Colorado applicants:

  • The estimated pay range for this role, based in Colorado, is 99,360 - 136,620.
  • Additionally, this role is eligible to participate in Twilio's equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

Misc Info For This Position:

Remote Mix: 100% Remote

Position Level: Manager

Job Type: Full-Time

Regional Restrictions: USA Only

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United States


Job Info:
100% Remote

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