Team Lead, Messaging & Services
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Job Description
Team Lead strengthening Twilio’s Messaging & Services Support team. Coaching technical support engineers, improving workflows, and resolving complex cloud communications escalations.
Responsibilities:
- 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
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