Staff, Escalations Manager
Job description
Staff Escalations Manager 4 leading a global team of Escalation Managers within Twilio's Escalations Management team, under the Escalations & Engagement org in Twilio Support. The role focuses on coaching, process improvement, and handling critical customer escalations and incidents.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Spain
What you'll do
- Be the change agent, go-to person, subject matter expert for the team
- Mentor or coach or train other team members on Performance, Soft Skills, Queue Management, Case / Incident Management best practices
- Manage onboarding & training of new team members. Creating & delivering structured training sessions
- Identify training / process improvement opportunities. Create & implement trainings / solutions / process improvements accordingly. Identifies and recommends opportunities for improvement in channel engagement
- Communicate openly and effectively with their team. Share updates and timely disseminate information
- Help advise on sensitive SDM Escalations, identify trends and blockers
- Review technical post-mortems and incident reports to translate complex root causes into clear, executive-ready narratives
- Ensure all leadership-facing documentation clearly outlines the business impact, timeline, and remediation steps
- Works with Escalation Leadership and cross-functional project managers on OKR and project deliverables. Identify pain points and propose solutions (through projects/process improvements). Drive technical projects to bring improvements on the team
- Assist in scaling the talent pipeline by conducting interviews and participating in calibrations
What we're looking for
- 5+ years in a client-facing technical support role, supporting customers and internal teams and partners
- Experience using industry tools (Tableau, Excel, Jira, Zendesk etc.) to search databases, create custom queries, and generate reports
- Consistently exceeds all KPIs for IC performance (TTS, SLA, Backlog management)
- Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need
- Proven track record of empowering team members through individual coaching, group training, documentation, project management, and process improvement
- Advanced time management skills and the ability to work well under pressure and de-escalate tense customer situations in a live environment
Nice to have
- 2+ Years of Experience as TSE4 in Twilio Support
- Experience working in a follow-the-sun support model with remote and global teams
- Experience in implementing Agile methodologies and continuous improvement initiatives
- Experience managing multiple projects and initiatives to success
- Excellent communicator and facilitator
Your team
Escalations Management team, Escalations & Engagement org, Twilio Support
Ensures our customers get the most critical help they need from us at a meaningful time.
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
Apply
About Twilio
Twilio thinks big. Do you?
Twilio is a remote-first company delivering communications solutions to hundreds of thousands of businesses and empowering millions of developers worldwide to craft personalized customer experiences.
Mission
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.
Key facts
- Communications technology
- Remote-first work
- Strong culture of connection and global inclusion
- Uses Artificial Intelligence (AI) to help make our hiring process efficient
- Every hiring decision is made by real Twilions
- Approximately 5% travel anticipated for this role
What they value
- Twilio Magic
- Solve problems
- Take initiative
- Pitch in when needed
- Always up for trying new things