Technical Support Manager

Overview

We are looking for an up-and-coming Technical Support Manager to lead two existing teams of support engineers distributed throughout the United States and in Bogota, Colombia. You are passionate about the customer experience and driving exceptional customer satisfaction results and you recognize that the only way to do that is to develop and coach your employees, to treat them the same way you would want them to treat your customers.

We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.

What?

Your role is to manage two teams of technical support engineers who assist our customers : one team with account security problems and the other team with all manner of things related to a customer being able to access and successfully use their Twilio account. You will hire and train new employees to supplement existing resources as needed while all the time raising the bar on the standard of excellence. You will foster a strong culture of collaboration and customer empathy in your team. A large part of your role involves understanding customer roadblocks and pain points and advocating in a data driven way with product management and engineering teams to enhance the customer experience and delight Twilio customers. You are relentless in the pursuit of improvements while at the same time valuing progress over perfection.

Why?

We only succeed at Twilio when our customers succeed. Twilio support is unlike any other. An outstanding customer experience with both our products and our service is an integral part of why customers choose Twilio.

Where?

This position will be located in our beautiful office at 375 Beale Street in San Francisco or any US remote location.

About us:

Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance.