Staff, Escalation Manager

📋 Description

• Remote-first role supporting Twilio's Escalations Management team within Support Ops.
• Work with internal teams to tackle complex technical issues for customers and communicate with
• Provide leadership, coaching, onboarding, and training to team members.
• Identify process improvements, drive projects, and manage queue/escalation activities.
• Prepare executive-ready post-mortems and leadership-facing reporting.

🎯 Requirements

• 5+ years in a client-facing technical support role.
• Experience with Tableau, Excel, Jira, Zendesk or similar tools for queries and reports.
• Proven track record of coaching and developing team members and managing performance metrics (TTS
• Strong cross-functional collaboration and communication skills; ability to de-escalate tense

🎁 Benefits

• Competitive pay, generous time off, parental and wellness leave.
• Healthcare, retirement savings program, and other location-based offerings.
• Equity/bonus eligibility and standard Twilio benefits.