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 (Palma)
🏢 Twilio
📍 Palma