Staff, Escalations Manager

This is a fully remote position, open to applicants in Spain.

📋 Description

• Assist the Escalations Management team within Twilio Support Operations.

• Lead and empower a worldwide team of Escalation Managers.

• Act as a change agent, primary contact, and subject matter expert.

• Mentor, coach, and train team members on performance, soft skills, queue management, and best practices for case/incident management.

• Oversee the onboarding and training processes for new team members, delivering structured training sessions.

• Identify and execute improvements in training, processes, channel engagement, and efficiency.

• Communicate updates to the team and disseminate important information.

• Provide guidance on sensitive SDM escalations and identify patterns and obstacles.

• Review technical post-mortems and incident reports, translating root causes into narratives suited for executives.

• Ensure that leadership-facing documentation clearly outlines business impacts, timelines, and remediation actions.

• Lead technical projects and work alongside escalation leadership and cross-functional project managers on OKRs and deliverables.

• Support talent acquisition efforts by participating in interviews and calibration sessions.

⛳️ Requirements

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

• Proficiency in tools such as Tableau, Excel, Jira, Zendesk, and other industry-related platforms to search databases, create custom queries, and generate reports.

• Consistently surpass all KPIs for individual contributor performance, including TTS, SLA, and backlog management.

• Demonstrated success in empowering team members through personal coaching, group training, documentation, project management, and process enhancements.

• Advanced time management abilities with a capacity to thrive under pressure and de-escalate challenging customer interactions in a live setting.

• Availability for a Monday-Friday schedule during EMEA hours.

• Location: Based in Spain.

• Preferred: 2+ years of experience as TSE4 in Twilio Support.

• Preferred: Experience working in a follow-the-sun support model with remote and global teams.

• Preferred: Experience in implementing Agile methodologies and continuous improvement initiatives.

• Preferred: Proven ability to manage multiple projects and initiatives to successful outcomes.

• Preferred: Exceptional communication and facilitation skills.

🏝️ Benefits

• Competitive salary.

• Generous time-off policy.

• Extensive parental and wellness leave.

• Comprehensive healthcare benefits.

• Retirement savings program.

• Remote-first work environment.

• Support for employee volunteering and donation initiatives.

• Approximately 5% travel to engage in person with customers and colleagues.