Senior Escalations Manager – Remote Global Support

Twilio; España; Remote; EUR 90,000 - 120,000; Full time

Job summary

Twilio in Spain (remote-first) is hiring a Staff Escalations Manager 4 to lead a global team of escalation managers. You will mentor, scale processes, and drive improvements in incident management while coordinating with product, support, and engineering to deliver timely, executive-ready communications.

The role requires 5+ years in client-facing technical support, experience with Tableau, Excel, Jira, Zendesk, and a proven track record of coaching teams, managing multiple projects, and

Qualifications

• 5+ years in a client-facing technical support role, supporting customers and internal teams and partners.
• Experience using industry tools (Tableau, Excel, Jira, Zendesk etc.) to search databases, create custom queries, and generate reports
• Consistently exceeds all KPIs for IC performance (TTS, SLA, Backlog management)
• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
• Proven track record of empowering team members through individual coaching, group training, documentation, project management, and process improvement.
• Advanced time management skills and the ability to work well under pressure and de-escalate tense customer situations in a live environment.
• 2+ Years of Experience as TSE4 in Twilio Support
• Experience working in a follow-the-sun support model with remote and global teams.
• Experience in implementing Agile methodologies and continuous improvement initiatives.
• Experience managing multiple projects and initiatives to success.
• Excellent communicator and facilitator.

Responsibilities

• 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

Skills

Client-facing support

Tooling: Tableau

Tooling: Excel

Tooling: Jira

Tooling: Zendesk

Leadership

Tools

Tableau

Excel

Jira

Zendesk

Job description

Twilio in Spain (remote-first) is hiring a Staff Escalations Manager 4 to lead a global team of escalation managers. You will mentor, scale processes, and drive improvements in incident management while coordinating with product, support, and engineering to deliver timely, executive-ready communications.

The role requires 5+ years in client-facing technical support, experience with Tableau, Excel, Jira, Zendesk, and a proven track record of coaching teams, managing multiple projects, and