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Twilio
Staff, Escalations Manager
Remote · Spain · Full time · Senior level
About the role
Lead and mentor a global team of Escalation Managers to handle critical customer issues effectively. Drive process improvements and foster a culture of collaboration and customer empathy.
What you’ll do
• Lead and mentor escalation team members. • Manage onboarding and training programs. • Identify and implement process improvements. • Communicate updates and share information openly. • Review post-mortems and prepare executive reports.
What you’ll bring
• 5+ years in client-facing technical support. • Experience with Tableau, Excel, Jira, Zendesk. • Proven coaching and process improvement skills. • Strong time management and de-escalation abilities. • Excellent communication and facilitation skills.
Life at Twilio
Offers competitive pay, generous time off, parental and wellness leave, healthcare, and retirement savings. Supports volunteering and donation efforts.
About Twilio
Twilio delivers innovative communication solutions to businesses and developers worldwide, fostering a remote-first, inclusive culture.