Staff, Escalation Manager

About this role

Who we are

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. .

Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. .

See yourself at Twilio

Join the team as Twilio’s next Staff Escalation Manager 4

About the job

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. 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.

This position is needed to help the Support Escalations team within Twilio Support Ops to ensure our customers get the most needed help at the most important time. We believe that when a critical escalation is handled appropriately, it instills trust and strengthens our relationship with our customers.

Responsibilities

In this role, you’ll:

• 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

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 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 remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What 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.

Compensation

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $106,320.00 - $132,900.00

• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $112,560.00 - $140,700.00

• Based in the San Francisco Bay area, California: $125,040.00 - $156,300.00

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