Staff, Escalations Manager @Twilio

Overview

Twilio is seeking a Staff, Escalations Manager to join its Escalations Management team, which is part of the Support organization. This role is essential in ensuring timely and effective support for customers during critical escalations. The position is remote and based in Spain.

Key Responsibilities

• Provide leadership and subject matter expertise for the team.
• Mentor and coach team members on performance and best practices.
• Manage onboarding and training for new team members.
• Identify and implement process improvements and training opportunities.
• Facilitate effective communication within the team.
• Advise on sensitive escalations and identify trends.
• Review technical post-mortems and incident reports.
• Prepare documentation for leadership outlining business impacts.
• Collaborate on projects and drive technical improvements.
• Assist in talent acquisition through interviews and calibrations.

Requirements

• 5+ years in a client-facing technical support role.
• Experience with tools such as Tableau, Excel, Jira, and Zendesk.
• Track record of exceeding KPIs for performance.
• Strong collaboration skills across departments.
• Proven experience in coaching and mentoring team members.
• Advanced time management skills and ability to de-escalate situations.
• Desired: 2+ years of experience as TSE4 at Twilio.
• Familiarity with Agile methodologies and remote team dynamics.

Benefits

Twilio offers competitive pay, generous time off, healthcare, parental leave, and a retirement savings program among other benefits.

Location

This is a remote role based in Spain with a Monday-Friday schedule during EMEA hours.

How to Apply

If interested, apply now through the provided link.