Staff, Escalation Manager

Who we are 

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 that make work feel truly rewarding. Your career at Twilio is in your hands.

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Hiring and how we work

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

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. 

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See yourself at Twilio

Join the team as Twilio’s next Staff Escalation Manager 4

About the job

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. 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.

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.  

Responsibilities

In this role, you’ll:

• 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

Qualifications 

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!

*Required:

• 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.

Desired:

• 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.

Location

This role will be remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $106,320.00 - $132,900.00
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $112,560.00 - $140,700.00
• Based in the San Francisco Bay area, California: $125,040.00 - $156,300.00
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Applications for this role are intended to be accepted until October 15th, but may change based on business needs. 

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values - something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

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Stay alert to recruitment fraud

We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.

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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.