Team Lead, Messaging & Services
Twilio INC · 🌍 Remote - Ireland · Remote
Sponsorship verdict
No sponsorship evidence yet
No government record and no wording either way. Not a refusal — ask the recruiter.
- No government sponsor record hereNo government sponsor record covers this employer in this country.
- The posting doesn’t mention sponsorshipSilence isn’t a refusal — ask the recruiter before investing much time.
- Can’t check pay against the visa rulesNo salary stated. Ireland Critical Skills Employment Permit needs at least €40,904 a year (General Employment Permit: €36,605). Source: https://enterprise.gov.ie/en/what-we-do/workplace-and-skills/employment-permits/permit-types/critical-skills-employment-permit/, rules effective 2026-03-01.
- Confirmed live todayWhen a source last listed this job as open.
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Why not apply?
No register record and no sponsorship wording in the posting. Worth asking the employer before investing significant time.
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Sponsor Radar — Twilio INC
No government sponsor record covers this employer in this country.
Past sponsorship or register membership never guarantees sponsorship for this vacancy or for you. Full Sponsor Radar for Twilio INC →
About the role
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. . Hiring and how we work 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. . 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 ti