Manager, Sales Support Specialists

<div class="content-intro"><p><strong>Who we are&nbsp;</strong></p> <p>At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to<a class="c-link" href="https://customers.twilio.com/" target="_blank" data-stringify-link="https://customers.twilio.com/" data-sk="tooltip_parent">&nbsp;hundreds of thousands of businesses&nbsp;</a>and empower millions of developers worldwide to craft personalized customer experiences.</p> <p>Our dedication to <a class="c-link" href="https://www.twilio.com/en-us/blog/open-work" target="_blank" data-stringify-link="https://www.twilio.com/en-us/blog/open-work" data-sk="tooltip_parent">remote-first work</a>, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.<br><br>We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!</p> <p><span style="color: rgb(255, 255, 255);">.</span></p></div><p><strong>See yourself at Twilio</strong></p> <p>Join the team as Twilio’s next Manager, Sales Support Specialists (International).</p> <p><strong>About the job</strong></p> <p>This position is needed to centralize and optimize the Sales Support function across APJ and EMEA, ensuring standardized execution and equitable resource distribution for our global Sales organization. You will lead a newly unified pillar of sales support specialists. As a leader, strategist, and builder of this function, you will build a data-driven culture to optimize our sales processes and create efficiencies. This role is at the intersection of strategy and execution, transforming how Twilio supports complex sales cycles.&nbsp;</p> <p><strong>Responsibilities</strong></p> <p>In this role, you’ll:</p> <ul> <li>Directly manage and lead a regional team of Sales Support Specialists, providing day-to-day guidance, performance management, and professional mentorship.</li> <li>Standardize regional playbooks for Tasks, Tickets, Cases, and Deal-related Workflows to ensure global consistency and accountability.</li> <li>Analyze team utilization and performance metrics to shift from anecdotal feedback to data-driven resourcing decisions.</li> <li>Optimize SSS:AE alignment to ensure Account Executives receive equitable and efficient support for high priority deals.</li> <li>Collaborate with the Chief of Staff and cross-functional Ops teams to identify and solve recurring bottlenecks in the sales workflow.</li> </ul> <p><strong>Qualifications&nbsp;</strong></p> <p>Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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!</p> <p><strong>*Required:</strong></p> <ul> <li>5+ years of experience in Sales, Sales Operations, Sales Support, or Revenue Operations within a high-growth SaaS environment.</li> <li>2+ years of direct people management experience with a focus on coaching and professional development.</li> <li>Proven technical proficiency in Salesforce, CPQ (Configure, Price, Quote) workflows, and deal desk mechanics.</li> <li>Strong analytical skills with the ability to track team capacity, SLAs, and utilization rates.</li> </ul> <p><strong>Desired:</strong></p> <ul> <li>Experience managing remote or distributed teams across EMEA and/or APJ.</li> <li>Proficiency in Spanish, French, German is a plus but not required.</li> <li>Direct Sales experience as an Account Executive, or equivalent.</li> </ul> <p><strong>Location</strong></p> <p>This role will be remote but must be based in the UK or Ireland.</p> <p><strong>Travel&nbsp;</strong></p> <p>We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project o