Because you belong at Twilio

The Who, What, Where and Why

Who?

We are looking for an experienced leader for our world class technical support team. This team is the front line of support for Twilio customers helping them be successful using our products. The scope of this role includes leading our specialist support teams, our Technical Account Manager (TAM) teams who deliver top tier service to our strategic customers, and the Systems and Knowledge teams that enable all of the things we do for customers.

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 enjoy challenging problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook. Experience at the VP level and leading global teams of scale required. 

What? 

Your role is to lead our teams delivering the first line of support to Twilio customers through a talented team of Technical Support Managers. Improving customer satisfaction and the success of our customers is what drives you on a daily basis.  You relentlessly pursue opportunities for improvement and implement betterments, collaborating closely with other customer facing groups and internal stakeholders. You bring with you a wealth of industry knowledge in your field and the ability to adapt learned best practices to the truly unique environment we have at Twilio. Your mission quite simply is to build a support organization that is the best in the industry and sets Twilio apart from the rest in our service delivery, as well as our products.

Why?

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. We only succeed at Twilio when our customers succeed. An outstanding customer experience with both our products and our service is an integral part of why customers choose Twilio and your role is critical in ensuring the success here. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio. Come join us.

Where?

This position will be located in our beautiful office at 375 Beale Street in San Francisco. You will enjoy our incredible perks: catered meals, snacks, game room, ergonomic desks, massages, Wednesday Night dinners, 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.

About us:

Founded in 2008, Twilio has over 1,000 employees, with headquarters in San Francisco and other offices in Bogotá, Dublin, Hong Kong, London, Madrid, Mountain View, Munich, New York City, Singapore, and Tallinn.

More than 2 million 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, and video by virtualizing the world’s telecommunications 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. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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