Global Escalations Manager & Team Coach (Remote)

Twilio Inc.; España; Remote; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Twilio track jacket program

Work from home opportunities

Generous annual time off

Comprehensive health programs

Job summary

Twilio Inc. is seeking an Escalation Manager 4 to lead and mentor a global team of Escalation Managers. This remote role focuses on scaling processes, driving performance improvements, and fostering collaboration and customer empathy across Twilio Support Ops.

You will guide the team through onboarding, training, and continuous improvement initiatives while handling complex technical escalations and executive-level communications.

Qualifications

• 5+ years in a client-facing technical support role, supporting customers and internal teams and partners.
• 2+ years of experience as TSE4 in Twilio Support.
• Experience using industry tools (Tableau, Excel, Jira, Zendesk) to search databases and generate reports.
• Proven track record of coaching, training, documentation, and process improvement.
• Excellent communicator and facilitator with cross-functional collaboration.

Responsibilities

• Mentor and coach Escalation Managers globally, scale processes and drive improvements for efficiency and performance.
• Onboard and train new team members; deliver structured training sessions.
• Identify training and process improvements; implement solutions and drive projects with OKRs.
• Provide escalation guidance, review post-mortems, and translate root causes into executive-ready narratives.
• Own leadership-facing reporting, timelines, and business impact documentation.
• Partner with cross-functional teams on projects and talent acquisition.

Job description

Twilio Inc. is seeking an Escalation Manager 4 to lead and mentor a global team of Escalation Managers. This remote role focuses on scaling processes, driving performance improvements, and fostering collaboration and customer empathy across Twilio Support Ops.

You will guide the team through onboarding, training, and continuous improvement initiatives while handling complex technical escalations and executive-level communications.