Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a general impact each day. Your career at Twilio is in your hands..Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. .See yourself at TwilioJoin the team as Twilio’s next Staff, Escalations Manager 4, of the Escalations Management team.

About the jobThis position is needed to support the Escalations Management team, under the Escalations & Engagement org within Twilio's Support organization. This candidate must be equally adept at collaborating closely with internal teams to tackle complex technical issues for customers, along with handling technical, executive-level customer communications.This position is needed to help the Support Escalations team within Twilio Support Ops to ensure our customers get the most needed help at the most important time. We are hiring a EM 4 to support, empower, and assist the management team with leading a group of Escalation Managers globally.

An ideal candidate is a leader who thrives in fast-paced environments and is passionate about escalation and incident management. You are seeking improvements for efficiency and performance consistency across the team. Mentor or coach or train other team members on Performance, Soft Skills, Queue Management,



Case / Incident Management best practicesOnboarding: Manage onboarding & training of new team members.

Creating & delivering structured training sessionsTeam Improvement: Identify training / process improvement opportunities. Create & implement trainings / solutions / process improvements accordingly. Share updates and timely disseminate informationQueue /Escalation / Incident /Case Management: Help advise on sensitive SDM Escalations, identify trends and blockers.Project Lead: Works with Escalation Leadership and cross-functional project managers on OKR and project deliverables.

Identify pain points and propose solutions (through projects/process improvements). Drive technical projects to bring improvements on the team.

Talent Acquisition: If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio.

Experience using industry tools (Tableau, Excel, Jira, Zendesk etc.) to search databases, create custom queries, and generate reports Consistently exceeds all KPIs for IC performance (TTS, SLA, Backlog management)Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.Proven track record of empowering team members through individual coaching, group training, documentation, project management,



and process improvement.Advanced time management skills and the ability to work well under pressure and de-escalate tense customer situations in a live environment.Desired:2+ Years of Experience as TSE4 in Twilio SupportExperience working in a follow-the-sun support model with remote and general teams.Experience in implementing Agile methodologies and continuous improvement initiatives.Experience managing multiple projects and initiatives to success. This role will be remote and during a Monday-Friday shift during EMEA hours. What we offerWorking at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.

Twilio thinks big. That's why we seek out colleagues who embody our values — something we call Twilio Twilio thinks big. That's why we seek out colleagues who embody our values — something we call Twilio Magic.

Stay alert to recruitment fraudWe care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.Twilio is proud to be an equal opportunity employer.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

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