Staff Escalations Manager at Twilio - Lead & Grow in Columbus

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.

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!

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.

See Yourself at Twilio

Join the team as Twilio's next Staff Escalations Manager (EM4) on the Escalations Management team.

About the Job

This position supports the Escalations Management team, under the Escalations & Engagement org within Twilio's Support organization. This team ensures our customers get the most critical help they need at a meaningful time.

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

We are hiring an EM4 to support, empower, and assist the management team in leading a group of Escalation Managers globally. An ideal candidate is a leader who thrives in fast-paced environments and is passionate about escalation and incident management. As the EM4, you will be a mentor — bringing out the best in your team members and helping them succeed. As the team grows, you will scale processes effectively, seek improvements for efficiency, and foster a strong culture of collaboration and customer empathy.

Responsibilities

In this role, you will:

• Leadership: Be the change agent, go-to person, and subject matter expert for the team.
• Coaching & Mentoring: Mentor, coach, or train team members on performance, soft skills, queue management, and case/incident management best practices.
• Onboarding: Manage onboarding & training of new team members; create and deliver structured training sessions.
• Team Improvement: Identify training and process improvement opportunities; create and implement solutions accordingly. Identify and recommend opportunities for improvement in channel engagement.
• Team Engagement: Communicate openly and effectively with the team; share updates and timely disseminate information.
• Queue / Escalation / Incident / Case Management: Advise on sensitive SDM escalations and 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: Work with Escalation Leadership and cross-functional project managers on OKR and project deliverables; identify pain points and propose solutions; drive technical projects to bring team improvements.
• Talent Acquisition: Assist in scaling the talent pipeline by conducting interviews and participating in calibrations.

Qualifications

Twilio values diverse experiences from all kinds of industries and encourages everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio.

Required:

• 5+ years in a client-facing technical support role, supporting customers, 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 collaborating with other departments within Twilio in finding solutions for customers.
• Proven track record of empowering team members through individual coaching, group training, documentation, project management, and process improvement.
• Advanced time management skills and the ability to work well under pressure and de-escalate tense customer situations in a live environment.

Desired:

• 2+ years of experience as TSE4 in Twilio Support.
• Experience working in a follow-the-sun support model with remote and global teams.
• Experience implementing Agile methodologies and continuous improvement initiatives.
• Experience managing multiple projects and initiatives to success.
• Excellent communicator and facilitator.

Location

This role will be based in Spain. This role will be remote and during a Monday–Friday shift during EMEA hours.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in person in a meaningful way.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Twilio Thinks Big. Do You?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

If you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

Stay Alert to Recruitment Fraud

We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.