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Twilio is seeking a Team Lead for Messaging & Services to lead and strengthen the support team through operational oversight, coaching, and process improvement. You will mentor Technical Support Engineers, scale support workflows, and improve customer outcomes across complex technical escalations. This is a people-management role focused on driving operational efficiency, supporting adoption of automation and AI-enabled improvements, analyzing support trends, and connecting frontline teams with support leadership to build a collaborative, high-performing environment.
Key Responsibilities:
- Monitor queues, triage real-time alerts, and manage handoffs to meet SLA standards
- Coach support engineers through shadowing, feedback, and targeted development
- Analyze DSAT, escalation trends, taxonomy gaps, and workflow improvement opportunities
- Drive adoption of KCS and Ticket Documentation Standards across support teams
- Conduct quality audits, appeal reviews, and support hiring interviews
- Integrate AI and automation to streamline support workflows and resolutions
The role is remote and based in Ireland, with occasional travel required for team offsites, All Hands meetings, and other gatherings. You will need to work Monday through Friday, 8 a.m. to 5 p.m. PT.
Requirements:
- Bachelor's degree in Computer Science, a technical field, or equivalent practical experience
- 5+ years of client-facing technical support experience in SaaS, communications, or cloud API technologies
- Experience mentoring team members, leading technical enablement, or conducting quality audits
- Ability to analyze operational data using tools such as Looker or Excel
- Experience resolving complex customer escalations
- Ability to work Monday through Friday, 8 a.m. to 5 p.m. PT
Desired Qualifications:
- Experience with Twilio products and API troubleshooting
- Experience with ticketing platforms such as Zendesk or JIRA
- Knowledge of Knowledge-Centered Service principles
- Familiarity with Ticket Documentation Standards
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
