Staff, Escalations Manager

Twilio
Spain
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Mentoring","Coaching","Collaboration","Communication","De-escalation","Facilitation","Process improvement"]

Lead and scale Twilio’s Escalations Management team within Support Ops, ensuring customers receive critical help at the right time. Mentor and coach Escalation Managers globally, manage onboarding and structured training, and drive process improvements for performance consistency. Advise on sensitive escalations, translate technical post-mortems into executive-ready narratives, and collaborate cross-functionally on OKRs and incident/case management to strengthen customer trust.

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FursaFursa
Twilio
Twilio
1 day ago

Staff, Escalations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Lead and scale Twilio’s Escalations Management team within Support Ops, ensuring customers receive critical help at the right time. Mentor and coach Escalation Managers globally, manage onboarding and structured training, and drive process improvements for performance consistency. Advise on sensitive escalations, translate technical post-mortems into executive-ready narratives, and collaborate cross-functionally on OKRs and incident/case management to strengthen customer trust.
Location: Spain
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead the Escalations Management team as a subject matter expert and go-to person in fast-paced situations.
  • •Mentor, coach, 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 escalations; identify trends and blockers using incident and case management practices.
  • •Review technical post-mortems to create clear, executive-ready narratives and ensure leadership-facing documentation covers business impact, timelines, and remediation steps.
Travel: Low travel

Pay and Benefits

Perks:Paid LeaveParental LeaveWellness StipendHealth Insurance

Key Requirements

  • •5+ years in a client-facing technical support role supporting customers and internal teams/partners.
  • •Experience using tools such as Tableau, Excel, Jira, and Zendesk to search data, create custom queries, and generate reports.
  • •Consistently exceed IC KPIs for performance (TTS, SLA, backlog management).
  • •Proven track record empowering team members through coaching, group training, documentation, project management, and process improvement.
  • •Ability to de-escalate tense customer situations under pressure and manage time effectively.
Experience:5+ yearsCustomer supportTechnical supportIncident managementEscalationsGlobal support
Skills:MentoringCoachingCollaborationCommunicationDe-escalationFacilitationProcess improvement
Tech Stack:TableauExcelJiraZendeskAgile

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