Experteer 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 / Ventajas
• 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

Responsabilidades
• 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

Requisitos principales
• competitive pay
• generous time off
• parental and wellness leave
• healthcare
• retirement savings program

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