Staff, Escalation Manager

Who we are

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.

Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day

As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding Your career at Twilio is in your hands.

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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

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See yourself at Twilio

Join the team as Twilio’s next Staff Escalation Manager 4

About the job

This position is needed to support the Escalations Management team, under the Escalations & Engagement org within Twilios Support organization This team ensures our customers get the most critical help they need from us at a meaningful time

The ideal Escalation Manager is an inventive and hardworking technical specialist with a positive outlook and strong desire to help customers succeed This candidate must be equally adept at collaborating closely with internal teams to tackle complex technical issues for customers, along with handling technical, executive-level customer communications.

This position is needed to help the Support Escalations team within Twilio Support Ops to ensure our customers get the most needed help at the most important time. We believe that when a critical escalation is handled appropriately, it instills trust and strengthens our relationship with our customers.

Responsibilities

In this role, you’ll

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,