At a glance
- Experience
- 5+ years experience
- Workplace
- Remote
- Location
- Ireland
About the role
- 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
- 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.
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.
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
Workplace
- Remote-first work environment based in Ireland.
- Occasional travel may be required for team offsites, All Hands, and other gatherings.
Skills
- Looker
- Excel
- Zendesk
- JIRA
