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Twilio is seeking a Staff Escalation Manager to join the Escalations & Engagement organization within the Support team. This role is critical to ensuring customers receive expert help during their most critical moments, building trust and strengthening customer relationships through effective escalation management.
You will serve as a change agent and subject matter expert for the escalations team, driving both technical excellence and organizational improvement. Key responsibilities include mentoring and coaching team members on performance, soft skills, queue management, and incident handling best practices. You'll manage onboarding and training of new team members, creating structured training sessions and identifying process improvement opportunities.
Your technical expertise will be essential in advising on sensitive escalations, identifying trends and blockers, and reviewing technical post-mortems to translate complex root causes into clear, executive-ready narratives. You'll ensure all leadership-facing documentation clearly outlines business impact, timeline, and remediation steps.
Beyond individual contributions, you'll work cross-functionally with escalation leadership and project managers on OKR and project deliverables. You'll identify pain points, propose solutions through process improvements, and drive technical projects that enhance team capabilities. You'll also assist in scaling the talent pipeline by conducting interviews and participating in calibrations.
Required qualifications include 5+ years in client-facing technical support roles supporting customers, internal teams, and partners. You must have experience with industry tools (Tableau, Excel, Jira, Zendesk) for database searches, custom queries, and reporting. You should consistently exceed KPIs for individual contributor performance (TTS, SLA, backlog management) and demonstrate enthusiasm for cross-departmental collaboration. A proven track record of empowering others and driving improvements is essential.
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
