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 time
This 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 customers
We are hiring a EM 4 to support, empower, and assist the management team with leading a group of Escalation Managers globally
As 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 team
Leadership: Be the change agent, go-to person, subject matter expert for the team




Coaching & Mentoring: Mentor or coach or train other team members on Performance, Soft Skills, Queue Management, Case / Incident Management best practices
Onboarding: Manage onboarding & training of new team members. Creating & delivering structured training sessions
Team Improvement: Identify training / process improvement opportunities. Create & implement trainings / solutions / process improvements accordingly. Identifies and recommends opportunities for improvement in channel engagement
Team Engagement: Communicate openly and effectively with their team. Share updates and timely disseminate information
Queue /Escalation / Incident /Case Management: Help advise on sensitive SDM Escalations, identify trends and blockers
Post-Mortem Review: Review technical post-mortems and incident reports to translate complex root causes into clear, executive-ready narratives
Reporting: Ensure all leadership

📌 Staff Escalations Manager (Madrid)
🏢 Twilio
📍 Madrid