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 deliv

Responsibilities

• Be the change agent, go-to person, and subject matter expert for the team
• Mentor, coach, or train other team members on Performance, Soft Skills, Queue Management, Case / Incident Management best practices
• Manage onboarding & training of new team members, including creating & delivering structured training sessions
• Identify training / process improvement opportunities and create & implement trainings / solutions / process improvements accordingly
• Identify and recommend opportunities for improvement in channel engagement
• Communicate openly and effectively with their team and share updates and timely disseminate information
• Help advise on sensitive SDM Escalations, identify trends and blockers
• Review technical post-mortems and incident reports to translate complex root causes into clear, executive-ready narratives
• Ensure all leadership-facing documentation clearly outlines the business impact, timeline, and remediation steps
• Work with Escalation Leadership and cross-functional project managers on OKR and project delivery