Staff Escalation Manager

Job not on LinkedIn

🔥 0 minutes ago

⛰️ Colorado, Hawaii, +6 more states – Remote

⛰️ Colorado – Remote 🌺 Hawaii – Remote 🌽 Illinois – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ❄️ Minnesota – Remote 🍁 Vermont – Remote ☕ Washington – Remote

💵 $106.3k - $132.9k / year

⏰ Full Time

🔴 Lead

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• Serve as a change agent, go-to person, and subject matter expert for the team • 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, including structured training sessions • Identify and implement training, process improvement, and channel engagement solutions • Communicate team updates and disseminate information promptly • 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, timeline, and remediation steps • Lead OKR and cross-functional project deliverables with Escalation Leadership and project managers • Identify pain points, propose solutions, and drive technical projects and process improvements • Assist with talent acquisition through interviews and calibrations

🎯 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 IC performance KPIs, including TTS, SLA, and backlog management • Enthusiasm for interacting and collaborating with other Twilio departments to solve customer issues • 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 under pressure and de-escalate tense customer situations in a live environment • Desired: 2+ years of experience as TSE4 in Twilio Support • Desired: Experience with follow-the-sun support models and remote global teams • Desired: Experience implementing Agile methodologies and continuous improvement initiatives • Desired: Experience managing multiple projects and initiatives successfully • Desired: Excellent communication and facilitation skills • Role is remote in the United States but is not eligible to be hired in California, Connecticut, Illinois, Massachusetts, Maryland, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Washington, or Washington, D.C.

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Equity plan eligibility • Corporate bonus plan eligibility • Health care insurance • 401(k) retirement account • Paid sick time • Paid personal time off • Paid parental leave • Support for employee volunteering and donation efforts