Staff Escalations Manager

Join Twilio as a Staff Escalations Manager, where you'll support the Escalations Management team and ensure our customers receive critical help at meaningful times. As a leader, you'll mentor and empower your team, identify process improvements, and foster a culture of collaboration and customer empathy. This remote position requires a strong background in technical support, project management, and excellent communication skills.

An ideal candidate is a leader who thrives in fast-paced environments and is passionate about escalation and incident management

Responsibilities

• Support the Escalations Management team to ensure customers receive critical help in a timely manner.
• Mentor and coach team members, fostering a culture of collaboration and customer empathy.
• Identify training and process improvement opportunities, and implement solutions accordingly.
• 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
• Experience using industry tools (Tableau, Excel, Jira, Zendesk etc.) to search databases, create custom queries, and generate reports
• Proven track record of empowering team members through individual coaching, group training, documentation, project management, and process improvement
• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need

Requirements

• 5+ years in a client-facing technical support role, supporting customers and internal teams and partners
• Consistently exceeds all KPIs for IC performance (TTS, SLA, Backlog management)
• Advanced time management skills and the 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
• 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