Team Lead, Messaging & Services

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.
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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.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! 

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. 
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Join the team as Twilio's next Team Lead, Messaging & Services.

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.

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.

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.

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.

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.

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.

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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), 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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.