Director of Technical Support

TextUs•Denver, CO

8h•$140,000 - $160,000•Hybrid

About The Position

As Director of Technical Support, you will own the strategy, performance, and growth of the technical support function at TextUs. You will lead and develop a high-performing team that resolves a high volume of customer issues (ranging from simple to complex) related to our messaging platform as well as the third-party integrations we rely on. The right leader puts our customers first and is curious, collaborative, proactive, an excellent communicator, a critical analytical thinker, and relentless in pursuit of desired outcomes. You will set the standard for how TextUs delivers technical support at scale and partner closely with Customer Success, Engineering, Product, and Strategic Partnerships to drive resolution, retention, and a best-in-class customer experience. This is an AI-first role: we expect you to lead with AI, embedding it into how the team works, how issues get resolved, and how the support experience scales.

Requirements

5+ years of experience leading technical support teams in a high-volume environment, with a proven track record of timely resolution, strong SLA performance, and managing customer expectations.
Experience leading leaders — managing leads, supervisors, or senior individual contributors — and building or scaling a support function.
Hands-on experience with messaging/telephony carriers and platforms; experience with Bandwidth and Twilio strongly preferred.
Experience with SaaS technical support across different customer tiers, including complex integrations and APIs.
Familiarity with modern support tooling and metrics such as CSAT, NPS, and Average Resolution Time; experience with Intercom is a plus.
A strong coach and effective listener who uses situational awareness to help the team navigate complex customer issues.
Strong problem-solving and analytical skills with solid business judgment, and the ability to translate data and trends into action.
Comfortable in fast-moving, fluid environments with the ability to lead through ambiguity and take ownership.
An AI-first mindset — you actively use AI in your own work, look for ways to apply it to support operations, and can lead a team to adopt it with confidence.
An excellent communicator who can move fluidly between deeply technical and non-technical audiences, including executives and partners.

Nice To Haves

Experience with Bandwidth and Twilio strongly preferred.
Experience with Intercom is a plus.

Responsibilities

Owns the technical support function end to end — strategy, structure, staffing, and day-to-day performance.
Leads, coaches, and develops a team of Technical Support Leads and Representatives in a remote environment, building a culture of ownership, open communication, and accountability.
Sets clear performance expectations and KPIs, runs a consistent operating rhythm, and conducts retrospectives that continuously improve workflows and efficiency.
Builds the team’s capacity through hiring, onboarding, training, and career development as TextUs scales.
Owns SLA adherence, severity governance, and escalation orchestration across a high volume of inbound technical issues.
Serves as the senior escalation point for high-priority, customer-impacting incidents, driving unified communication and fast resolution.
Establishes and enforces policies, procedures, and runbooks that ensure a consistent, high-quality technical service experience.
Identifies patterns in customer issues and incidents, and leads proactive initiatives to reduce ticket volume and recurrence.
Owns the operational relationship with messaging and telephony providers, including Bandwidth and Twilio, on deliverability, number management, port-outs, 10DLC, and carrier escalations.
Manages support tooling and vendor relationships, ensuring the team has the systems and integrations needed to operate efficiently.
Partners with Strategic Partnerships on joint support models with integration partners and represents Technical Support in partner-facing escalation and process discussions.
Acts as the senior liaison between Technical Support and cross-functional partners including Engineering, Customer Success, and Product.
Works closely with Engineering to monitor customer-impacting bugs, prioritize fixes, and drive resolution on confirmed defects.
Contributes the voice of the customer and root-cause insight to Product roadmap and reliability discussions.
Owns Technical Support’s contribution to department OKRs and company strategic objectives.
Champions an AI-first approach across the technical support function, setting the vision and expectation that AI is the default first step in how the team works.
Drives adoption of AI tools for ticket triage, drafting responses, surfacing knowledge, and root-cause analysis, and tracks measurable adoption and efficiency gains.
Builds AI-assisted workflows and self-service deflection that reduce ticket volume and speed resolution while protecting quality.
Keeps the team current on emerging AI capabilities and embeds them into runbooks, onboarding, and the knowledge base.
Owns the technical support reporting framework — CSAT, NPS, Average Resolution Time, SLA attainment, and ticket trends — and reports performance to leadership.
Translates data and trends into clear, actionable insights and continuous-improvement initiatives.
Owns the technical support knowledge base and quality-assurance program to ensure consistent, accurate, scalable support.