Sales Support Specialist Manager

See yourself at Twilio

Join the team as Twilio’s next Manager, Sales Support Specialists (Americas). 

About the job

This position is needed to centralize and optimize the Sales Support function across the Americas, ensuring standardized execution and equitable resource distribution for our Sales organization. You will lead a newly unified pillar of sales support specialists across NAMER and LATAM. 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 support for high priority deals.
• Collaborate with the Chief of Staff and cross-functional Ops teams to identify and solve recurring bottlenecks in the sales workflow.

Qualifications 

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!

*Required:

• 5+ years of experience in Sales, Sales Operations, Sales Support, or Revenue Operations within a high-growth SaaS environment.
• 2+ years of direct people management experience with a focus on coaching and professional development.
• Proven technical proficiency in Salesforce, CPQ (Configure, Price, Quote) workflows, and deal desk mechanics.
• Strong analytical skills with the ability to track team capacity, SLAs, and utilization rates.

Desired:

• Experience managing remote or distributed teams across both North America and Latin America.
• Proficiency in Spanish or Portuguese is a plus but not required.
• Direct Sales experience as an Account Executive, or equivalent.

Location

This role will be remote and based in the USA. 

Travel 

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 or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Minnesota or Vermont : 116,960.00 - 146,200.00
• Based in Washington D.C., Illinois, Maryland, Massachusetts or California (outside of the San Francisco Bay Area):123,760.00 - 154,700.00
• Based in New York, New Jersey, Washington State, or the San Francisco Bay area, California: 137,520.00 - 171,900.00
• This role may be eligible to participate in Twilio’s equity plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
• This role is eligible to earn commissions. 

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. 

Applications for this role are intended to be accepted until May 5th, but may change based on business needs.