Staff, Escalations Manager

🕒 September 22

🇪🇸 Spain – Remote

⏰ Full Time

🔴 Lead

👔 Manager

👻 Ghost score 12%

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Support the Escalations Management team within Twilio Support Ops • Lead and empower a global group of Escalation Managers • Serve as a change agent, go-to person, and subject matter expert • Mentor, coach, and train team members on performance, soft skills, queue management, and case/incident management best practices • Manage onboarding and training for new team members and deliver structured training sessions • Identify and implement training, process, channel-engagement, and efficiency improvements • Communicate team updates and disseminate information • Advise on sensitive SDM escalations and identify trends and blockers • Review technical post-mortems and incident reports and translate root causes into executive-ready narratives • Ensure leadership-facing documentation outlines business impact, timelines, and remediation steps • Lead technical projects and collaborate with escalation leadership and cross-functional project managers on OKRs and deliverables • Assist talent acquisition through interviews and calibration participation

🎯 Requirements

• 5+ years in a client-facing technical support role, supporting customers, internal teams, and partners • Experience using Tableau, Excel, Jira, Zendesk, and similar industry tools to search databases, create custom queries, and generate reports • Consistently exceeds all KPIs for IC performance, including TTS, SLA, and backlog management • Proven track record of empowering team members through individual coaching, group training, documentation, project management, and process improvement • Advanced time management skills and ability to work well under pressure and de-escalate tense customer situations in a live environment • Monday-Friday shift during EMEA hours • Based in Spain • Desired: 2+ years of experience as TSE4 in Twilio Support • Desired: Experience in a follow-the-sun support model with remote and global teams • Desired: Experience implementing Agile methodologies and continuous improvement initiatives • Desired: Experience managing multiple projects and initiatives to success • Desired: Excellent communication and facilitation skills

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Remote-first work • Support for employee volunteering and donation efforts • Approximately 5% travel to connect in person with customers and colleagues

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