Director, Support Services

See yourself at Twilio

 Join the team as our next Director, Technical Support on Twilio Global Operations team.

Who we are & why we’re hiring

Twilio is growing rapidly and seeking an experienced Director for Twilio’s Support organization, that is a part of Twilio Global Operations team. This remote role, based in India,  will involve building, operating and scaling the technical support organization, providing world class post sales support and experience across Twilio’s product offerings to our global customer base. 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.

About the job

Reporting to the Vice President of Global Customer Support Operations, this position is substantial in supporting Twilio to deliver an outstanding experience to customers. They will play a key leadership role in both the Region, and as a part of our Support Services organization by developing bench strength as a coach and mentor to build future leaders.

Responsibilities

As a Director of Technical Support, you will live the Twilio Magic values:

• WEAR THE CUSTOMER'S SHOES: 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.
• DON’T SETTLE: Create a culture that attracts and retains outstanding talent while partnering with regional and global functional leadership to meet/exceed all operational targets.
• WRITE IT DOWN: Drive new initiatives around employee engagement and  process improvements as the organization scales and matures.
• DRAW THE OWL: Innovate and develop new ways to achieve high levels of customer satisfaction and operational efficiency.
• BE AN OWNER & BE BOLD: 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.
• EMPOWER OTHERS: 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.
• BE INCLUSIVE:  Collaborate with Support leaders across all time zones as well as other Services ,Sales and Engineering leaders to scale the overall Services organization.

Qualifications: 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

Twilio is looking for a Director who lives the Twilio Magic and has a proven track record of learning, growth, impact, and success. Ideal candidates:

• 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. This includes managing operations, driving team performance, and aligning strategies to business goals.
• 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.
• Comfort with fast-paced environments and the ability to adapt to change, continuously innovate, and take action to drive initiatives that align with Twilio’s dynamic, customer-focused culture.
• Take full accountability for the profit and loss of the vertical, ensuring financial performance aligns with organizational goals. Drive revenue growth and profitability through strategic resource allocation, cost optimization, and operational efficiency.

Location 

This role will be based in India.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 25% travel is anticipated to help you connect in-person in a meaningful way.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.