[Hiring] Staff, Escalation Manager @Twilio

Role Description

This position is needed to support the Escalations team, under the newly formed Escalations & Engagement org within Twilio's Support organization. This team ensures our customers get the most critical help they need from us at a meaningful time. The ideal Staff, Escalation Manager is an inventive and hardworking technical specialist with a positive outlook and strong desire to help customers succeed. This candidate must be equally adept at collaborating closely with internal teams to tackle complex technical issues for customers, along with handling technical, executive-level customer communications.

Responsibilities

• Drive efforts to resolve customer issues that are escalated through email tickets, social media platforms, internal pathways, and through email, phone, chat, or social platforms.
• Provide weekend coverage and participate in rotation schedules to assist with Support Duty Manager coverage, and on occasion, Incident Oncall for customer-facing incidents.
• Handle top escalations and major outage events; work cross-functionally and engage key partners to drive effective communication and create a resolution.
• Participate in Support Duty Manager rotations, responding and triaging critical escalations and partnering with Support Managers to identify the “tiger team” appropriate resources and mitigation plan to resolve customer issues.
• Participate in customer-facing incidents through an on-call rotation during high-impact situations.
• Participate in regular incident review meetings, track and improve key metrics for incident quality and effectiveness, and identify areas for process improvements.
• Partner with TAM and AE on post-mortem discussions with customers and act as their advocate to champion feedback and betterments to Product and Engineering.
• Develop and maintain unified escalation processes to reduce resolution time on business-critical issues.
• Provide technical and soft-skills mentoring to Support Engineers.

Qualifications

• 7+ years in enterprise technical support, professional services, or similar customer-facing roles. At least 3 years in a senior technical role.
• Strong can-do mentality with a willingness to embrace the critical and time-sensitive nature of issues and incidents.
• Work optimally with Front Line Support Engineers as well as participate in other cross-team engagements to expedite resolutions to hot issues.
• Strong business insight and executive presence; ability to lead executive-level communications on critical or sensitive issues.
• Excellent customer service skills; possessing a high degree of logic, tact, and persistence under pressure while maintaining a positive demeanor.
• Ability to work independently with minimal direct supervision and within a team.
• Highly motivated by challenges and passionate about conducting post-mortems to identify process gaps and propose betterments.
• Willing to participate in an on-call rotation.
• This role will require coverage during APAC hours: 6:00 AM to 3:00 PM IST time zone hours, including weekend shifts, specifically Sunday to Thursday or Tuesday to Saturday.

Requirements

• Experience supporting and building on Twilio products.
• Previous experience as an Escalation Manager or Technical Account Manager.
• Prior telecom (Carrier, SIP, PBX) or messaging platform experience.

Location

This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• Retirement savings program.
• Offerings vary by location.