Staff Escalation Manager

This is a fully remote position, open to applicants in Colorado, +7 more states.

📋 Description

• Act as a change agent, key resource, and subject matter expert for the team.

• Provide mentorship, coaching, and training to team members on performance, soft skills, queue management, and best practices in case/incident management.

• Oversee the onboarding and training of new team members, including structured training sessions.

• Identify and implement solutions for training, process enhancements, and channel engagement.

• Deliver team updates and share information in a timely manner.

• Provide guidance on sensitive SDM escalations while identifying trends and obstacles.

• Analyze technical post-mortems and incident reports, converting root causes into narratives suitable for executives.

• Ensure that documentation for leadership outlines business impact, timelines, and remediation steps.

• Lead OKR and cross-functional project deliverables alongside Escalation Leadership and project managers.

• Identify challenges, propose solutions, and drive technical projects and process improvements.

• Support talent acquisition efforts through interviews and calibration sessions.

⛳️ Requirements

• Over 5 years of experience in a client-facing technical support role, assisting customers, internal teams, and partners.

• Proficient in using Tableau, Excel, Jira, Zendesk, and similar industry tools for database searches, custom query creation, and report generation.

• Consistently surpass IC performance KPIs, including TTS, SLA, and backlog management.

• Passionate about collaborating with other Twilio departments to resolve customer issues.

• Established history of empowering team members through personalized coaching, group training, documentation, project management, and process enhancements.

• Strong time management abilities with the capacity to work effectively under pressure and de-escalate tense customer situations in real-time.

• Desired: At least 2 years of experience as TSE4 in Twilio Support.

• Desired: Familiarity with follow-the-sun support models and remote global teams.

• Desired: Background in implementing Agile methodologies and continuous improvement initiatives.

• Desired: Proven experience in successfully managing multiple projects and initiatives.

• Desired: Outstanding communication and facilitation skills.

• This role is remote within the United States but is not open to candidates in California, Connecticut, Illinois, Massachusetts, Maryland, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Washington, or Washington, D.C.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• Extensive parental and wellness leave.

• Healthcare coverage.

• Retirement savings program.

• Eligibility for equity plans.

• Eligibility for corporate bonus plans.

• Health care insurance.

• 401(k) retirement account.

• Paid sick leave.

• Paid personal time off.

• Paid parental leave.

• Support for employee volunteering and donation initiatives.