Overview As Staff Escalations Manager, you lead a general 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.
retirement savings program
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; Advise on sensitive escalations,



identify trends and blockers in queue/incident/case management
Lead cross-functional projects with OKR alignment and drive improvements for the team
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)
~ Track record of coaching, training, documentation, project management, and process improvement
~ Strong time management and ability to de-escalate tense situations in live environments
~ Tableau
~ Excel
~ Jira

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