Senior Escalations Manager (Remote)

twilio; United States; Remote; USD 104,000 - 138,000; Full time

Benefits offered by this job

Remote work

Competitive pay

Generous time off

Parental leave

Wellness program

Healthcare

Retirement plan

Job summary

Twilio is seeking a Staff, Escalations Manager 4 to lead a global Escalations Management team within Twilio Support Ops. The role emphasizes technical leadership, executive communications, and driving improvements across the organization.

Based in Spain, this remote role follows EMEA hours with occasional in-person gatherings. Ideal candidates have 5+ years in client-facing technical support and experience with Tableau, Excel, Jira, and Zendesk.

Qualifications

• 5+ years in a client-facing technical support role
• Experience using industry tools (Tableau, Excel, Jira, Zendesk) to search databases, create custom queries, and generate reports
• Consistently exceeds KPIs for IC performance (TTS, SLA, Backlog)
• Excellent cross-department collaboration and communication
• Proven coaching and training capabilities

Responsibilities

• Leadership: be the go-to person for the team
• Coaching & Mentoring: train team members on performance and queue management
• Onboarding: manage onboarding and training of new members
• Team Improvement: identify and implement process improvements
• Team Engagement: communicate openly with the team
• Queue/Escalation/Incident/Case Management: advise on escalations and blockers
• Post-Mortem Review: translate root causes into executive-ready narratives
• Reporting: document business impact and remediation steps
• Project Lead: drive OKRs and cross-functional projects
• Talent Acquisition: assist in scaling the talent pipeline

Skills

Client facing

Tableau

Excel

Jira

Zendesk

KPI management

Coaching

Time management

Tools

Tableau

Excel

Jira

Zendesk

Job description

Twilio is seeking a Staff, Escalations Manager 4 to lead a global Escalations Management team within Twilio Support Ops. The role emphasizes technical leadership, executive communications, and driving improvements across the organization.

Based in Spain, this remote role follows EMEA hours with occasional in-person gatherings. Ideal candidates have 5+ years in client-facing technical support and experience with Tableau, Excel, Jira, and Zendesk.