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Staff, Escalations Manager

Twilio· Customer Support
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Remotefull-timePosted 4w ago

About the role

Join Twilio as Staff, Escalations Manager 4 in the Escalations Management team within Twilio Support Ops. Lead a global team of Escalation Managers, mentor and scale processes, drive incident management improvements, and partner with cross-functional teams to Ensure critical escalations are handled effectively for high-impact customers.

Responsibilities

  • 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

  • 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

Skills

Required:LeadershipCoaching and mentoringOnboarding and trainingQueue/Incident/Case ManagementPost-mortem analysisReportingProject management
Nice to have:Talent acquisition support

Benefits

  • competitive pay
  • generous time off
  • parental and wellness leave
  • healthcare
  • retirement savings program
Last updated Sep 24, 2026. Interested? Apply on the company site.

About Twilio

Twilio platform for communications and programmable APIs across messaging, voice, video, and AI-enabled workflows.

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