Overview As Staff Escalations Manager, you lead a integral 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 / Beneficios * 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 (Pamplona)
🏢 Twilio
📍 Pamplona