Team Lead, Messaging & Services

Job not on LinkedIn

🔥 0 minutes ago

🇮🇪 Ireland – Remote

⏰ Full Time

🟠 Senior

✨ Team Lead

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Lead and strengthen the Messaging & Services Support team through operational oversight, coaching, and process improvement • Mentor Technical Support Engineers • Scale support workflows and improve customer outcomes across complex technical escalations • 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 • Connect frontline teams with support leadership to build a collaborative, high-performing support environment

🎯 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: Experience with Twilio products and API troubleshooting • Desired: Experience with ticketing platforms such as Zendesk or JIRA • Desired: Knowledge of Knowledge-Centered Service principles • Desired: Familiarity with Ticket Documentation Standards

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Remote-first work arrangement • Occasional travel to team offsites, All Hands, and other gatherings • Support for employee volunteering and donation efforts