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-facing documentation clearly outlines the business impact, timeline, and remediation steps
Project Lead: Works with Escalation Leadership and cross-functional project managers on OKR and project deliverables. Identify pain points and propose solutions (through projects/process improvements). Drive technical projects to bring improvements on the team
Talent Acquisition: Assist in scaling the talent pipeline by conducting interviews and participating in calibrations
This role will be remote and during a Monday-Friday shift during EMEA hours
Benefits Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
Work from home opportunities
Generous annual time off in all countries
Comprehensive health programs
Programs to help our employees plan for their retirement needs
Generous maternity, paternity, and adoption leaves, as well as family medical care leave
Variety of snacks, drinks,



and catered meals in each of our locations
The ideal Escalation Manager is an inventive and hardworking technical specialist with a positive outlook and strong desire to help customers succeed. This candidate must be equally adept at collaborating closely with internal teams to tackle complex technical issues for customers, along with handling technical, executive-level customer communicationsAn idóneo candidate is a leader who thrives in fast-paced environments and is passionate about escalation and incident management5+ years in a client-facing technical support role, supporting customers and internal teams and partnersExperience using industry tools (Tableau, Excel, Jira, Zendesk etc.) to search databases, create custom queries, and generate reportsProven track record of empowering team members through individual coaching, group training, documentation, project management, and process improvementEnthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers needConsistently exceeds all KPIs for IC performance (TTS, SLA, Backlog management)Advanced time management skills and the ability to work well under pressure and de-escalate tense customer situations in a live environment2+ Years of Experience as TSE4 in Twilio SupportExperience working in a follow-the-sun support model with remote and global teamsExperience in implementing Agile methodologies and continuous improvement initiativesExperience managing multiple projects and initiatives to successExcellent communicator and facilitator
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📌 Staff Escalations Manager (Cárcer)
🏢 Twilio
📍 Cárcer