Description
At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
As a Staff Escalation Manager, you will support the Escalations Management team within Twilio's Support organization. You will be the change agent, go-to person, and subject matter expert for the team. Your responsibilities will include:
- Leadership: Be the change agent, go-to person, subject matter expert for the team
- Coaching & Mentoring: Mentor or coach or train other team members on Performance, Soft Skills, Queue Management, Case / Incident Management best practices
- Onboarding: Manage onboarding & training of new team members. Creating & delivering structured training sessions
- Team Improvement: Identify training / process improvement opportunities. Create & implement trainings / solutions / process improvements accordingly
- Team Engagement: Communicate openly and effectively with their team. Share updates and timely disseminate information
- Queue /Escalation / Incident /Case Management: Help advise on sensitive SDM Escalations, identify trends and blockers
- Post-Mortem Review: Review technical post-mortems and incident reports to translate complex root causes into clear, executive-ready narratives
- Reporting: Ensure all leadership-facing documentation clearly outlines the business impact, timeline, and remediation steps
- Project Lead: Works with Escalation Leadership and cross-functional project managers on OKR and project deliverables
- Talent Acquisition: Assist in scaling the talent pipeline by conducting interviews and participating in calibrations
The ideal candidate will have:
- 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 in your search for the solutions our customers need
- Proven track record of empowering team members through individual coaching, group training, documentation, project management, and process improvement
This role will be remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC.
The estimated pay ranges for this role are as follows:
- Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $106,320.00 - $132,900.00
- Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $112,560.00 - $140,700.00
- Based in the San Francisco Bay area, California: $125,040.00 - $156,300.00
This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan.