Staff, Escalations Manager 4

About the Job: Join Twilio’s Escalations Management team as the next Staff, Escalations Manager 4. This role supports the Escalations Management team within Twilio’s Support organization, ensuring critical customer escalations are handled efficiently and effectively. The ideal candidate is an inventive, hardworking technical specialist with a positive outlook and a strong desire to help customers succeed.

The Escalations Management team ensures our customers receive the most critical help at the most important time. When escalations are handled appropriately, it builds trust and strengthens customer relationships.

This position is focused on leading a global team of Escalation Managers. The EM 4 will mentor team members, foster collaboration, and drive improvements in efficiency and performance. You will be responsible for scaling processes, identifying opportunities for improvement, and ensuring a strong culture of customer empathy.

Responsibilities:

• Leadership: Serve as the change agent, go-to person, and subject matter expert for the team.
• Coaching & Mentoring: Mentor or coach team members on performance, soft skills, queue management, case/incident management best practices.
• Onboarding: Manage onboarding and training of new team members, including creating and delivering structured training sessions.
• Team Improvement: Identify training and process improvement opportunities, create and implement solutions accordingly.
• Team Engagement: Communicate openly and effectively with the team, sharing updates and disseminating information.
• Queue/Escalation/Incident/Case Management: Advise on sensitive escalations, identify trends, and blockers.
• Post-Mortem Review: Review technical post-mortems and incident reports, translating complex root causes into clear, executive-ready narratives.
• Reporting: Ensure leadership-facing documentation clearly outlines business impact, timelines, and remediation steps.
• Project Lead: Work with Escalation Leadership and cross-functional project managers on OKRs and project deliverables. Identify pain points and propose solutions through projects/process improvements.
• Talent Acquisition: Assist in scaling the talent pipeline by conducting interviews and participating in calibrations.

Qualifications:

Twilio values diverse experiences and encourages everyone who meets the required qualifications to apply.

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) to search databases, create custom queries, and generate reports.
• Consistently exceeds all KPIs for individual contributor performance (TTS, SLA, Backlog management).
• Enthusiasm for interacting and collaborating with other departments within Twilio to solve customer needs.
• 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 under pressure and de-escalate tense customer situations.

Desired:

• 2+ years of experience as a TSE4 in Twilio Support.
• Experience working in a follow-the-sun support model with remote and global teams.
• Experience implementing Agile methodologies and continuous improvement initiatives.
• Experience managing multiple projects and initiatives to success.
• Excellent communicator and facilitator.