Twilio Technial Support Manager

Posted on September 19th, 2019

Because you belong at Twilio

The Who, What, Where and Why

Who?

We are looking for a Technical Support Manager to lead our team of Developer and Flex Technical Support Engineers distributed throughout the United States. 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 enjoy challenging 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 use of the platform who act as subject matter experts on Twilio’s APIs and SDKs and the other team on Twilio Flex.  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.

Where?

While working remote, you will still enjoy our incredible perks: monthly Kindle book reimbursement, monthly gym reimbursement, unlimited PTO, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work and home life, that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. 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.

About us:

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

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.

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