[Hiring] Staff, Escalations Manager @Twilio

Role Description

Join the team as Twilio’s next Staff, Escalations Manager 4, of the Escalations Management team. This position is needed to support the Escalations Management team, under the 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 Escalation Manager is an inventive and hardworking technical specialist with a positive outlook and strong desire to help customers succeed.

As the EM 4, you will:

• 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 and create & implement trainings / solutions / process improvements accordingly.
• Communicate openly and effectively with the team, sharing updates and timely disseminating 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.
• Work with Escalation Leadership and cross-functional project managers on OKR and project deliverables.
• Assist in scaling the talent pipeline by conducting interviews and participating in calibrations.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• A retirement savings program.
• And much more (offerings vary by location).