Overview As Staff Escalations Manager, you lead a general 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 / Beneficioscompetitive paygenerous time offparental and wellness leavehealthcareretirement savings program ResponsabilidadesAct as a leadership focal point and SME for the teamMentor and coach team members on performance, soft skills, queue, and incident managementOversee onboarding and structured training for new hiresIdentify and implement training and process improvements; drive channel engagement enhancementsPromote open, timely team communication and information sharingAdvise on sensitive escalations,



identify trends and blockers in queue/incident/case managementTranslate post-mortems and incident reports into clear, executive-ready narrativesEnsure leadership-facing docs clearly outline business impact, timelines, and remediation stepsLead cross-functional projects with OKR alignment and drive improvements for the teamAssist in scaling the talent pipeline through interviews and calibrations Requisitos principales5+ years in a client-facing technical support roleExperience with Tableau, Excel, Jira, Zendesk and similar tools for data queries and reportingConsistently exceeds KPIs for individual contribution in support (TTS, SLA, backlog management)Proven collaboration with other departments to solve customer needsTrack record of coaching, training, documentation, project management, and process improvementStrong time management and ability to de-escalate tense situations in live environmentsleadershipcommunicationcoaching/mentoringTableauExcelJira

📌 Staff, Escalations Manager - Twilio (Madrid)
🏢 Jobrapido
📍 Madrid