Senior Escalations Leader - Remote Global Team

SendGrid, Inc.; Spain (TX); Remote; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Healthcare

Generous time off

Parental leave

Wellness leave

Retirement savings program

Job summary

Twilio in Spain is seeking a Staff, Escalations Manager 4 to lead a global team within the Escalations Management group. You will mentor managers, drive incident management, and implement performance improvements while collaborating with internal groups to resolve complex customer issues.

The role emphasizes coaching, process scaling, and executive-level reporting in a remote-friendly setting with Spain-based operations and occasional travel.

Qualifications

• 5+ years in a client-facing technical support role with customers and internal teams.
• Experience using Tableau, Excel, Jira, Zendesk to search databases, run queries and generate reports.
• Consistently exceeds KPIs for IC performance (TTS, SLA, backlog management).
• Proven ability to empower team members through coaching, training, and process improvements.
• Strong collaboration with other departments to deliver customer solutions.

Responsibilities

• Be a change agent and go-to expert for the Escalations team.
• Mentor, coach, and train team members on performance, soft skills, and case management.
• Lead onboarding and structured training for new hires.
• Identify and implement process improvements in queue management and escalation handling.
• Ensure clear leadership communications and timely updates to the team.
• Advise on sensitive escalations and translate root causes into executive-ready narratives.
• Lead cross-functional projects and OKRs to drive improvements.
• Assist in scaling talent through interviews and calibrations.

Skills

Client-facing experience

Cross-functional collaboration

Coaching & mentoring

Communication under pressure

Tools

Tableau

Excel

Jira

Zendesk

Job description

Twilio in Spain is seeking a Staff, Escalations Manager 4 to lead a global team within the Escalations Management group. You will mentor managers, drive incident management, and implement performance improvements while collaborating with internal groups to resolve complex customer issues.

The role emphasizes coaching, process scaling, and executive-level reporting in a remote-friendly setting with Spain-based operations and occasional travel.