Team Lead, Messaging & Services

Role overview Lead the day-to-day operation and development of a technical support team handling messaging and related services. You’ll coach support engineers, improve how complex customer issues are handled, and use operational data to make support more consistent and efficient.

Responsibilities - Monitor support queues, triage live alerts, and coordinate handoffs to meet service-level targets. - Develop engineers through shadowing, specific feedback, and targeted coaching. - Analyze customer dissatisfaction, escalations, categorization gaps, and workflow trends to identify improvements. - Encourage consistent use of knowledge-centered support practices and ticket documentation standards. - Conduct quality audits and appeal reviews, and participate in support hiring interviews. - Identify opportunities to use automation and AI to improve support workflows and resolutions.

Requirements - Bachelor’s degree in computer science or another technical field, or equivalent practical experience. - At least five years in customer-facing technical support involving SaaS, communications, or cloud APIs. - Experience resolving complex customer escalations and mentoring colleagues, delivering technical enablement, or conducting quality audits. - Ability to analyze operational data using tools such as spreadsheets or business intelligence platforms. - Availability to work Monday through Friday, 8 a.m. to 5 p.m. Pacific Time.

Nice to have - Familiarity with messaging products and API troubleshooting, ticketing tools, knowledge-centered service practices, or structured ticket documentation.

Benefits and work setup - Remote role based in Ireland, with occasional travel for team gatherings or customer meetings. - Benefits vary by location and may include competitive pay, time off, parental and wellness leave, healthcare, and retirement savings.