Manager, Personalized Support Job at Stytch

Job Description

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.

Job Responsibility

Lead a team of Personalized Support Engineers (PSEs) who support our strategic customers
Assist the TAMs and customers to resolve a mixture of technical problems
Deliver proactive guidance to provide added value through the use of Twilio technologies
Be the champion for the customer within Twilio
Coach and lead team members with keen interest in their overall well being
Look for ways to improve support operations and areas that our PSEs can improve
Own and drive procedural changes of internal support processes and initiatives
Work alongside other Personalized Support Managers who manage Technical Account Managers (TAMs)
Hire and train new employees
Foster a strong culture of collaboration and customer empathy in the team

Requirements

6+ years of experience as part of a support or operations team in a software or SaaS company
4+ years experience leading a technical support team in a software or SaaS company
Experience coaching Technical Support Engineers in providing best-in-class customized proactive and reactive support to customers
Exceptional emotional intelligence, interpersonal communication and professional writing skills
Demonstrated history of driving customer issue resolutions including escalation management, and coordination with internal operational teams
Ability to lead a team while effectively developing and achieving the desired performance outcomes (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies, etc.)
Ability to prioritize multiple competing initiatives simultaneously including business as usual tasks, projects, on-call responsibilities and other operational requirements
Diplomacy in uncertain situations with an analytical and process driven solution approach

Nice to have

Knowledge of networking protocols, standards, troubleshooting and cloud computing
Experience working with Salesforce, JIRA, Confluence, Airtable, Zendesk and other project tools

What we offer

Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare
Retirement savings program

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