Remote Staff Escalation Manager — Lead & Elevate

Twilio; Northern (KY); Hybrid; USD 106,000 - 156,000; Full time

Job summary

Twilio seeks a Staff Escalation Manager 4 to strengthen the Escalations Management team within Twilio Support Ops. You will lead complex technical issues, collaborate with internal teams, and communicate with executive-level customers.

This role emphasizes mentorship, project leadership, and process improvements to deliver timely, trusted support. The ideal candidate has 5+ years in client-facing technical support, strong analytical skills, and experience in a follow-the-sun model.

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 to find customer solutions
• Proven track record of coaching, training, documentation, project management, and process improvement
• Advanced time management skills and ability to work under pressure and de-escalate tense customer situations in live environments
• 2+ Years of Experience as TSE4 in Twilio Support
• Experience working in a follow-the-sun support model with remote and global teams
• Experience 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/train other team members on performance, soft skills, queue management, case and incident management best practices
• Onboarding: manage onboarding and training of new team members, delivering structured sessions
• Team Improvement: identify training and process improvement opportunities and implement trainings/solutions accordingly
• Team Engagement: communicate openly with the team and share updates
• Queue/Escalation/Incident/Case Management: advise on sensitive SDM escalations, identify trends and blockers
• Post-Mortem Review: review technical post-mortems and translate root causes into executive narratives
• Reporting: document business impact, timeline and remediation steps for leadership
• Project Lead: work with Escalation Leadership on OKR delivery and cross-functional projects
• Talent Acquisition: assist in scaling the talent pipeline via interviews and calibrations

Skills

Client-facing support

Tools

Tableau

Excel

Jira

Zendesk

Job description

Twilio seeks a Staff Escalation Manager 4 to strengthen the Escalations Management team within Twilio Support Ops. You will lead complex technical issues, collaborate with internal teams, and communicate with executive-level customers.

This role emphasizes mentorship, project leadership, and process improvements to deliver timely, trusted support. The ideal candidate has 5+ years in client-facing technical support, strong analytical skills, and experience in a follow-the-sun model.