Staff Escalations Manager

Who you are

• The ideal Escalation Manager is an inventive and hardworking technical specialist with a positive outlook and strong desire to help customers succeed. This candidate must be equally adept at collaborating closely with internal teams to tackle complex technical issues for customers, along with handling technical, executive-level customer communications
• An ideal candidate is a leader who thrives in fast-paced environments and is passionate about escalation and incident management
• 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

What the job involves

• This position is needed to support the Escalations Management team, under the Escalations & Engagement org within Twilio's Support organization. This team ensures our customers get the most critical help they need from us at a meaningful time
• This position is needed to help the Support Escalations team within Twilio Support Ops to ensure our customers get the most needed help at the most important time. We believe that when a critical escalation is handled appropriately, it instills trust and strengthens our relationship with our customers
• We are hiring a EM 4 to support, empower, and assist the management team with leading a group of Escalation Managers globally
• As the EM 4 you will be the mentor, bringing out the best in your team members and helping them succeed. As the team grows, you are scaling the processes effectively. You are seeking improvements for efficiency and performance consistency across the team. You will foster a strong culture of collaboration and customer empathy in the team
• 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
• This role will be remote and during a Monday-Friday shift during EMEA hours

Benefits

• Generous annual time off in all countries
• Comprehensive health programs
• Programs to help our employees plan for their retirement needs
• Generous maternity, paternity, and adoption leaves, as well as family medical care leave
• Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
• Variety of snacks, drinks, and catered meals in each of our locations
• Work from home opportunities