Director of Technical Support

TextUs

Director of Technical Support leading strategy and team performance for messaging platform at TextUs. Championing AI-first operations and delivering exceptional customer experience.

Posted 6/22/2026full-timeDenver • Colorado • 🇺🇸 United StatesLead💰 $140,000 - $160,000 per yearWebsite

About the role

Key responsibilities & impact

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.
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.
Acts as the senior liaison between Technical Support and cross-functional partners including Engineering, Customer Success, and Product.
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.
Owns the technical support reporting framework — CSAT, NPS, Average Resolution Time, SLA attainment, and ticket trends — and reports performance to leadership.

Requirements

What you’ll need

5+ years of experience leading technical support teams in a high-volume environment
Experience leading leaders — managing leads, supervisors, or senior individual contributors
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
Strong problem-solving and analytical skills with solid business judgment, and the ability to translate data and trends into action
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.

Benefits

Comp & perks

Competitive pay
Equity
Health/Dental/Vision/Insurance
401K with company match
Flex vacation policy

ATS Keywords

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Hard Skills & Tools

technical supportSaaSAPIsproblem-solvinganalytical skillsdata translationAI-first approachperformance metricsescalation managementworkflow improvement

Soft Skills

leadershipcoachingcommunicationaccountabilityteam developmentbusiness judgmentcross-functional collaborationcustomer impact focusopen communicationculture building