Staff, Escalation Manager

Twilio
United States
Workplace: RemoteFull timeUSD 106,320 - 156,300 annuallyFunction: Customer Support (Service Desk)Skills: ["Coaching","Mentoring","Communication","Process improvement","Time management"]

Lead and elevate Twilio’s Support Escalations Management team within the Escalations & Engagement org, ensuring customers receive critical help at the right time. Own coaching and mentoring for team performance, onboarding and structured training, and continuous process improvements. Advise on sensitive escalations, translate post-mortem insights into executive-ready narratives, and partner on technical projects while supporting talent pipeline growth.

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FursaFursa
Twilio
Twilio
1 day ago

Staff, Escalation Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead and elevate Twilio’s Support Escalations Management team within the Escalations & Engagement org, ensuring customers receive critical help at the right time. Own coaching and mentoring for team performance, onboarding and structured training, and continuous process improvements. Advise on sensitive escalations, translate post-mortem insights into executive-ready narratives, and partner on technical projects while supporting talent pipeline growth.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Serve as subject matter expert and go-to leader for escalations management within the team.
  • •Coach, mentor, and train team members on performance, soft skills, queue management, and case/incident management best practices.
  • •Manage onboarding and deliver structured training sessions for new team members.
  • •Advise on sensitive SDM escalations, identify trends/blockers, and review post-mortems to craft executive-ready narratives.
  • •Work with escalation leadership and cross-functional project managers on OKR and deliverables; support talent pipeline via interviews and calibration participation.
Travel: Low travel

Pay and Benefits

Salary: USD 106,320 - 156,300 annually
Perks:Health Insurance401kPaid SickPaid LeaveParental LeaveWellness Stipend

Key Requirements

  • •5+ years in a client-facing technical support role supporting customers, internal teams, and partners.
  • •Experience with tools like Tableau, Excel, Jira, and Zendesk to search databases, create queries, and generate reports.
  • •Consistently exceeds KPIs for individual-contributor performance (TTS, SLA, backlog management).
  • •Proven track record empowering team members through coaching, group training, documentation, project management, and process improvement.
  • •Advanced time management with the ability to de-escalate tense customer situations in a live environment.
Experience:Client-facing technical supportRemote global teamsFollow-the-sun supportIncident managementPost-mortems
Skills:CoachingMentoringCommunicationProcess improvementTime management
Tech Stack:TableauExcelJiraZendeskAgileOKRIncident reportsPost-mortems

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn