Staff, Escalation Manager

Twilio

1d•$106,320 - $156,300•Remote

About The Position

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.

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.

Nice To Haves

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.

Responsibilities

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. Create & implement trainings / solutions / process improvements accordingly. Identifies and recommends opportunities for improvement in channel engagement
Communicate openly and effectively with their team. Share updates and timely disseminate 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.
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.
Assist in scaling the talent pipeline by conducting interviews and participating in calibrations