This position is needed to support the Escalations Management team, under the Escalations & Engagement org within Twilio’s Support organization. This team ensures our customers get the most critical help they need from us at a meaningful timeThis 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 believe that when a critical escalation is handled appropriately, it instills trust and strengthens our relationship with our customersWe are hiring a EM 4 to support, empower, and assist the management team with leading a group of Escalation Managers globallyAs the EM 4 you will be the mentor, bringing out the best in your team members and helping them succeed. As the team grows, you are scaling the processes effectively. You are seeking improvements for efficiency and performance consistency across the team. You will foster a strong culture of collaboration and customer empathy in the teamLeadership: Be the change agent, go-to person,



subject matter expert for the teamCoaching & Mentoring: 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. Identifies and recommends opportunities for improvement in channel engagementTeam Engagement: Communicate openly and effectively with their team. Share updates and timely disseminate informationQueue /Escalation / Incident /Case Management: Help advise on sensitive SDM Escalations, identify trends and blockersPost-Mortem Review: Review technical post-mortems and incident reports to translate complex root causes into clear, executive-ready narrativesReporting: Ensure all leadership-facing doc

📌 Staff Escalations Manager (España)
🏢 Twilio
📍 España