Manager, Sales Support Specialists

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, 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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Manager, Sales Support Specialists (International). About the job 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. Responsibilities In this role, you’ll: Directly manage and lead a regional team of Sales Support Specialists, providing day-to-day guidance, performance management, and professional mentorship. Standardize regional playbooks for Tasks, Tickets, Cases, and Deal-related Workflows to ensure global consistency and accountability. Analyze team utilization and performance metrics to shift from anecdotal feedback to data-driven resourcing decisions. Optimize SSS:AE alignment to ensure Account Executives receive equitable and efficient supp