Product Manager, Customer Support

Posted May 17

Join the team as our next Product Manager, Customer Support

Who we are & why we’re hiring

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

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

The Offerings Product Manager, Customer Support will join our Support Strategy & Enablement team and be a key contributor to Customer Support’s business growth strategy. This position is needed to handle the Twilio Customer Support portfolio of support plans and offerings, improve revenue opportunities and ensure customers adopt the support plan best suited for their needs.

This is a highly active, roll-up-your-sleeves role. The person must be prepared to balance multiple priorities at once, including but not limited to: responsibility for pricing and packaging of support offerings, building materials to communicate the value proposition and differentiation of the offerings, and enabling sales teams to understand and articulate benefits to customers.


In this role, you’ll:

  • Partner with support delivery personnel to define and evaluate core Support offerings globally, understand key metrics, identify improvements, and develop programs to drive measurable outcomes.
  • Investigate financial metrics to identify root cause, resolve improvements, and follow through with productive insights to evolve systems and processes.
  • Efficiently and effectively communicate, track plans, and provide access to the progress and performance of your work to team members.
  • Jump into the details of how we are handling the work by conducting interviews with global stakeholders, synthesize findings, and bridge qualitative insights with supporting data to provide the best solutions.
  • Handle a product or portfolio of offerings, defining customer needs and requirements.


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!


  • 7+ years experience in a Product Management role, ideally for a Customer Support or Services organization or for a high growth, SaaS company.
  • Experience in developing services, specifically by evaluating existing support offerings and understanding what the needs and gaps are, and what is being filled.
  • Experience analyzing market research and competitive intelligence, building collateral and value proposition materials.
  • Experience related to the implementation stages of improvement initiatives including the coordination of business systems and process improvement strategies with internal stakeholders, pricing and monetizing new and existing offerings and revising and updating procedures and policies.
  • Experience performing ongoing analyses related to efficiency, quality, costs, time management and preparing progress reports and integrating feedback.
  • Experience working with BI tools like Looker, Splunk, and Tableau and comfort handling and detailing your work in Google Suite, Confluence, and JIRA.


  • Ability to demonstrate strategic and long-term thinking, but with an eye on current operations.
  • You’re a learner and collaborator at your core, you innovate, iterate and share knowledge to help the broader team succeed.
  • You are a problem solver taking an organized and logical approach to thinking through problems, breaking down complex issues into manageable parts and looking beyond the obvious to get at root causes.
  • Experience in traditional project management principles is a plus.


This role will be remote, based in the US.

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 something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

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

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

Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

If you are a Colorado applicant:

The estimated pay range for this role, based in Colorado, is 109,280 - 150,260.

Non-Sales: 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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