Team Lead, Messaging & Services

See yourself at Twilio

Join the team as Twilio's next Team Lead, Messaging & Services.

Who we are

At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you're part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we're acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

About the job

This position is needed to lead and strengthen the Messaging & Services Support team through operational oversight, coaching, and process improvement.

As Team Lead, Messaging & Services, you will mentor Technical Support Engineers, scale support workflows, and improve customer outcomes across complex technical escalations. You will drive operational efficiency, support adoption of automation and AI-enabled improvements, analyze support trends, and connect frontline teams with support leadership to build a collaborative, high-performing support environment.

Responsibilities

In this role, you'll:

• 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.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• 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.
• Experience with ticketing platforms such as Zendesk or JIRA.
• Knowledge of Knowledge-Centered Service principles.
• Familiarity with Ticket Documentation Standards.

Location

This role will be remote and based in Ireland

Travel

We prioritize connection and opportunities to learn from each other. While this role is remote, you may be required to travel occasionally for team offsites, All Hands, and other gatherings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Equal opportunity employer

Twilio is proud to be an equal opportunity employer.

We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.