Remote Escalation Leader – Technical Support & Coaching

Twilio; San Francisco (CA); On-site; USD 125,000 - 156,000; Full time

Benefits offered by this job

Healthcare

401(k)

Paid sick time

Paid personal time off

Paid parental leave

Job summary

Twilio is seeking a Staff Escalation Manager 4 to support the Escalations Management team within Twilio's Support Ops. You will handle high-impact technical escalations, collaborate with internal teams, and communicate effectively with executive stakeholders to drive customer success.

The role emphasizes mentorship, process improvement, and leading projects while maintaining a strong customer-first mindset. This remote role is globally distributed with an emphasis on proactive problem-solving.

Qualifications

• 5+ years in a client-facing technical support role.
• Experience with Tableau, Excel, Jira, Zendesk.
• Proven track record of KPI achievement.
• Strong cross-functional collaboration.
• Excellent coaching and mentoring skills.

Responsibilities

• Lead as SME for the team.
• Coach and mentor on performance and queue management.
• Manage onboarding and training of new team members.
• Identify and drive process improvements within the team.
• Communicate updates to leadership and stakeholders.
• Review post-mortems and translate root causes for exec audiences.
• Lead cross-functional projects and OKRs to deliver improvements.
• Assist in scaling talent pipeline through interviews.

Skills

Client-facing support

Technical troubleshooting

Cross-functional collaboration

Coaching & mentoring

Tools

Tableau

Excel

Jira

Zendesk

Job description

Twilio is seeking a Staff Escalation Manager 4 to support the Escalations Management team within Twilio's Support Ops. You will handle high-impact technical escalations, collaborate with internal teams, and communicate effectively with executive stakeholders to drive customer success.

The role emphasizes mentorship, process improvement, and leading projects while maintaining a strong customer-first mindset. This remote role is globally distributed with an emphasis on proactive problem-solving.