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Staff, Escalations Manager
Twilio
Contract type
Ongoing
Work mode
100% remote
Experience
Lead / principal · Not stated
Level inferred from job title
Job description
Key details
- Lead, mentor, and coach a global team of Escalation Managers
- Serve as subject matter expert and change agent for the team
- Manage onboarding and training of new team members, including structured training sessions
- Identify training and process improvement opportunities and implement solutions
- Advise on sensitive SDM escalations and incident management
- Handle technical and executive-level customer communications
- Collaborate with internal teams to resolve complex technical issues
- Foster a culture of collaboration and customer empathy
- Company mission
- Twilio is shaping the future of communications, delivering innovative solutions that empower businesses and developers worldwide to craft personalized customer experiences
Primary stack
Core technologies
Scrum/AgileJira
Benefits
- Remote-first work environment
- Strong culture of connection and global inclusion
- Opportunities to acquire new skills and experiences
Requirements & details
- Experience leading and mentoring technical support or escalation teams
- Strong background in escalation and incident management
- Excellent communication skills for technical and executive-level audiences
- Ability to thrive in a fast-paced environment
- Experience scaling processes and improving team efficiency
- Remote-first role with occasional in-person gatherings
- Information not specified
- Technical Support
- Project Management
- Scrum/Agile
- Jira