Staff, Escalations Manager

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences th...

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

In this role, you will:
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

 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
 
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.

 
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.