Staff, Escalations Manager

About the Position

Join Twilio's Escalations Management team as a Staff, Escalations Manager to support critical customer escalations and improve team processes.

About the Company

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.

Responsibilities

In this role, you will:

• Leadership: Be the change agent, go-to person, subject matter expert for the team
• Coaching & Mentoring: Mentor or coach or train other team members on Performance, Soft Skills, Queue Management, Case / Incident Management best practices
• Onboarding: Manage onboarding & training of new team members. Creating & delivering structured training sessions
• Team Improvement: Identify training / process improvement opportunities. Create & implement trainings / solutions / process improvements accordingly. Identifies and recommends opportunities for improvement in channel engagement
• Team Engagement: Communicate openly and effectively with their team. Share updates and timely disseminate information
• Queue /Escalation / Incident /Case Management: Help advise on sensitive SDM Escalations, identify trends and blockers.
• Post-Mortem Review: Review technical post-mortems and incident reports to translate complex root causes into clear, executive-ready narratives.
• Reporting: Ensure all leadership-facing documentation clearly outlines the business impact, timeline, and remediation steps.
• Project Lead: 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.
• Talent Acquisition: Assist in scaling the talent pipeline by conducting interviews and participating in calibrations

Requirements

• 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.

Desired

• 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.

Location

This role will be based in Spain. This role will be remote and during a Monday-Friday shift during EMEA hours.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way.

We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

About Twilio

Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values - something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

Equal Opportunity Employer

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.