Staff, Escalations Manager

Overview

Staff Escalations Manager (EM 4) on Twilio's Escalations Management team within Support Ops, leading a global group of Escalation Managers and owning critical customer escalations and incident management.

What you'll do

• Act as the change agent, go-to person and subject matter expert for the team.
• Mentor, coach and train team members on performance, soft skills, queue management and case/incident management best practices.
• Manage onboarding and training of new team members, creating and delivering structured training sessions.
• Identify training and process improvement opportunities, and create and implement trainings, solutions and process improvements.
• Identify and recommend opportunities for improvement in channel engagement.
• Communicate openly and effectively with the team, sharing updates and disseminating information in a timely way.
• Advise on sensitive SDM escalations and identify trends and blockers.
• Review technical post-mortems and incident reports, translating complex root causes into clear, executive-ready narratives.
• Ensure leadership-facing documentation clearly outlines business impact, timeline and remediation steps.
• Work with Escalation Leadership and cross-functional project managers on OKR and project deliverables, identifying pain points and proposing solutions.
• Drive technical projects that improve the team.
• Assist in scaling the talent pipeline by conducting interviews and participating in calibrations.

What you'll need

• 5+ years in a client-facing technical support role, supporting customers, 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 to find the solutions 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 implementing Agile methodologies and continuous improvement initiatives.
• Experience managing multiple projects and initiatives to success.
• Excellent communicator and facilitator.

Details

• Remote role based in Spain.
• Monday to Friday shift during EMEA hours.
• Approximately 5% travel anticipated.
• Occasional in-person reporting on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.