Overview

As Staff Escalations Manager, you lead a global team responsible for handling high-impact customer escalations and incidents. You’ll partner with cross-functional teams to drive timely, executive-ready communications and outcomes, shaping how Twilio supports enterprise customers during critical events. You mentor and scale processes, improve coaching and training, and foster a collaborative, customer-empowered culture. This role offers impact at scale within a remote-first, globally connected organization.

Compensaciones / Incentivos

- competitive pay
- generous time off
- parental and wellness leave
- healthcare
- retirement savings program

Responsabilidades

- Act as a leadership focal point and SME for the team
- Mentor and coach team members on performance, soft skills, queue, and incident management
- Oversee onboarding and structured training for new hires
- Identify and implement training and process improvements; drive channel engagement enhancements
- Promote open, timely team communication and information sharing
- Advise on sensitive escalations,



identify trends and blockers in queue/incident/case management
- Translate post-mortems and incident reports into clear, executive-ready narratives
- Ensure leadership-facing docs clearly outline business impact, timelines, and remediation steps
- Lead cross-functional projects with OKR alignment and drive improvements for the team
- Assist in scaling the talent pipeline through interviews and calibrations

Requisitos principales

- 5+ years in a client-facing technical support role
- Experience with Tableau, Excel, Jira, Zendesk and similar tools for data queries and reporting
- Consistently exceeds KPIs for individual contribution in support (TTS, SLA, backlog management)
- Proven collaboration with other departments to solve customer needs
- Track record of coaching, training, documentation, project management, and process improvement
- Strong time management and ability to de-escalate tense situations in live environments

- leadership
- communication
- coaching/mentoring
- Tableau
- Excel
- Jira

📌 Staff, Escalations Manager - españa
🏢 Twilio
📍 España