Remote Escalation Leader & Technical Coach

Twilio; United States; On-site; USD 125,000 - 156,000; Full time

Benefits offered by this job

Health care insurance

401(k) retirement account

Paid sick time

Paid personal time off

Paid parental leave

Equity plan

Bonus plan

Job summary

Twilio is seeking a Staff Escalation Manager 4 to support the Escalations Management team within Twilio Support Ops. You will tackle complex technical issues and communicate with customers at executive levels, collaborating with internal teams to deliver timely, high-impact resolutions.

This remote, remote-first role emphasizes leadership, coaching, onboarding, and process improvements across globally distributed teams, with opportunities to influence OKRs and drive customer trust.

Qualifications

• 5+ years in a client-facing technical support role.
• Experience using Tableau, Excel, Jira, Zendesk to query data and generate reports.
• Consistently exceeds KPIs for IC performance (TTS, SLA, Backlog management).
• Enthusiasm for interacting and collaborating with other departments within Twilio to find solutions.
• Proven track record of coaching, training, documentation, and process improvement.
• Strong time management and ability to de-escalate tense customer situations in live environments.

Responsibilities

• Be the change agent, go-to person, SME for the team.
• Coach and mentor team members on performance, soft skills, queue management, case/incident handling.
• Onboard and train new team members; deliver structured training sessions.
• Identify training and process improvement opportunities; implement trainings and improvements.
• Communicate openly with the team; share updates and timely information.
• Advise on sensitive escalations, identify trends and blockers.
• Review post-mortems and incident reports; translate root causes into executive-ready narratives.
• Ensure leadership-facing docs clearly outline business impact, timeline, remediation steps.
• Lead projects with Escalation Leadership; drive OKRs and cross-functional deliverables.
• Assist in scaling the talent pipeline by conducting interviews and calibrations.

Skills

Client-facing

Coaching

Cross-functional collaboration

Time management

Education

Tools

Tableau

Excel

Jira

Zendesk

Job description

Twilio is seeking a Staff Escalation Manager 4 to support the Escalations Management team within Twilio Support Ops. You will tackle complex technical issues and communicate with customers at executive levels, collaborating with internal teams to deliver timely, high-impact resolutions.

This remote, remote-first role emphasizes leadership, coaching, onboarding, and process improvements across globally distributed teams, with opportunities to influence OKRs and drive customer trust.