Staff, Escalation Manager
$106,320–$132,900 year
RemoteCalifornia, United States or New York, United States
Job Summary
Lead the Escalations Management team as the go-to subject matter expert, coaching members on performance and incident management best practices while managing onboarding and training for new hires. Identify process improvement opportunities, drive technical projects, and translate complex root causes from post-mortems into clear executive narratives. Advise on sensitive escalations, identify trends and blockers, and ensure leadership documentation clearly outlines business impact and remediation steps. Collaborate with cross-functional project managers on OKRs and assist in scaling the talent pipeline through interviews and calibrations. This Staff Escalation Manager role supports the Escalations & Engagement org within Twilio's Support organization, ensuring customers receive critical help at meaningful times.
Required 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)
- 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
- Must be able to travel occasionally to participate in project or team in-person meetings
Desired Qualifications
- 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
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