Director - Support Services
October 30
Description
• Join Twilio as the next Director, Technical Support. • Responsible for building and scaling technical support organization. • Provide world-class post-sales support to global customers. • Manage a team of Frontline Support Managers for product support. • Create a culture that attracts and retains outstanding talent. • Drive new initiatives around employee engagement and process improvements. • Innovate to achieve high levels of customer satisfaction and operational efficiency. • Develop a strong front line management team focused on talent development. • Collaborate with support leaders across all time zones.
Requirements
• 12+ years of experience in technical support or support services delivery • At least 8+ years as a manager, preferably a manager of managers experience • Experience managing globally distributed teams in a global delivery model • A strategic thinker with out-of-the-box solutions • Demonstrated ability to coach and mentor future leaders • Ability to influence and build bridges with peer teams • Strong skills in driving operational metrics and process improvements • Data-driven analytical problem solver • A passion for customer success with management of escalations • Comfort with fast-paced environments and adaptability to change • Take full accountability for profit and loss of the vertical
Benefits
• Competitive pay • Generous time-off • Ample parental and wellness leave • Healthcare • Retirement savings program • Other benefits vary by location
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