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Staff, Escalation Manager

14 hours, 45 minutes ago
United States
Full-time
Senior
Technical Support Engineer
Project and Program Management
Agile JIRA Tableau Twilio
Apply Now
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008
View All Jobs 72

Description

  • Serve as a subject matter expert and go-to leader for the escalation management team.
  • Coach, mentor, and train team members on performance, soft skills, queue management, and case or incident management best practices.
  • Manage onboarding and training for new team members, including creating and delivering structured training sessions.
  • Identify training, process, and channel engagement improvement opportunities and implement solutions.
  • Communicate updates openly and effectively with the team and share timely information.
  • Advise on sensitive SDM escalations, identify trends and blockers, and help manage queues, incidents, and cases.
  • Review technical post-mortems and incident reports and translate root causes into executive-ready narratives.
  • Produce leadership-facing documentation that clearly explains business impact, timeline, and remediation steps.
  • Partner with escalation leadership and cross-functional project managers on OKRs and project deliverables.
  • Assist with talent acquisition by interviewing candidates and participating in calibration discussions.

Requirements

  • 5+ years in a client-facing technical support role supporting customers, internal teams, and partners.
  • Experience using tools such as Tableau, Excel, Jira, and Zendesk to search databases, create custom queries, and generate reports.
  • Consistently exceeds IC performance KPIs, including TTS, SLA, and backlog management.
  • Strong collaboration mindset and enthusiasm for working across departments to solve customer problems.
  • Proven ability to develop team members through coaching, training, documentation, project management, and process improvement.
  • Advanced time management skills and 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 (preferred).
  • Experience working in a follow-the-sun support model with remote and global teams (preferred).
  • Experience implementing Agile methodologies and continuous improvement initiatives (preferred).
  • Experience managing multiple projects and initiatives successfully (preferred).
  • Excellent communication and facilitation skills (preferred).

Benefits

  • Competitive pay with location-based salary ranges.
  • Equity plan eligibility and corporate bonus plan eligibility.
  • Healthcare insurance and 401(k) retirement account.
  • Paid sick time, paid personal time off, and generous time off.
  • Paid parental leave.
  • Ample parental and wellness leave.
  • Remote-first work environment with occasional travel for team or customer meetings.

Interested in this position?

Apply directly on the company website

Apply Now

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