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 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
communicati
📌 Staff, Escalations Manager (Vigo)
🏢 Twilio
📍 Vigo