Remote Director, Support Services

Summary

Join the team as our next Director, Technical Support on Twilio Global Operations team. The person in this role will be passionate about ensuring Twilio’s Support experience is second to none, and know that the best way to achieve this is by building high-performing and agile support delivery teams that are driven to quickly and completely answer customer questions, resolve their issues and exceed their service expectations.

Requirements

• 12+ years of experience in technical support or support services delivery, with at least 8+ years as a manager, preferably a manager of managers experience leading and scaling technical support teams, in a high-growth, global SaaS or cloud-based environment
• Experience successfully managing globally distributed teams in a global delivery model, with a focus on managing cross-regional and multi-functional support teams
• A strategic thinker, able to come up with out of the box solutions that drive efficiency, enable scale, and deliver on customer and internal performance metrics
• Demonstrated ability to coach and mentor future leaders, with a track record of developing bench strength and supporting the growth of leadership within teams
• Ability to influence and build bridges with peer teams, including those outside of the support organization
• Strong skills in driving operational metrics, process improvements, and implementing scalable solutions to enhance support delivery efficiency
• Data-driven at your core: an analytical problem solver who can tackle big challenges with a sense of urgency
• A passion for customer success, with experience in managing escalations, improving customer satisfaction, and building customer loyalty through excellent service delivery

Responsibilities

• Manage a team of Frontline Support Managers that support all of Twilio’s products and deliver a full range of support offerings to APJ, EMEA and NAMER regions
• Create a culture that attracts and retains outstanding talent while partnering with regional and global functional leadership to meet/exceed all operational targets
• Drive new initiatives around employee engagement and process improvements as the organization scales and matures
• Innovate and develop new ways to achieve high levels of customer satisfaction and operational efficiency
• Be responsible for the leading and inspiring high-performing teams by fostering a culture of collaboration, innovation, and accountability, while implementing targeted employee experience initiatives to enhance engagement, retention, and overall team performance
• Develop a strong front line management team that excels on operational, quality and talent hiring and development. In addition, drive a strong culture of partners with the regional customers, partners and internal stakeholders
• Collaborate with Support leaders across all time zones as well as other Services ,Sales and Engineering leaders to scale the overall Services organization

Benefits

• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program