Staff, Escalations Manager (Technical Support)

Location: Remote in Spain; Monday-Friday shift during EMEA hours. Approximately 5% travel is anticipated for in-person customer and team connections.

Company

Twilio provides communications solutions that help businesses and developers create personalized customer experiences.

What you will do

• Lead, mentor, and coach a global group of Escalation Managers.
• Manage onboarding and deliver structured training on performance, soft skills, queue management, case management, and incident management.
• Advise on sensitive customer escalations, identify trends and blockers, and improve channel engagement.
• Review technical post-mortems and incident reports, translating complex root causes into executive-ready narratives.
• Lead cross-functional projects, OKR deliverables, and process improvements that increase team efficiency and consistency.
• Support talent acquisition through interviews and calibration activities.

Requirements

• At least 5 years of experience in a client-facing technical support role serving customers, internal teams, and partners.
• Experience using Tableau, Excel, Jira, Zendesk, or similar tools to query data and generate reports.
• Consistent achievement of individual contributor KPIs, including TTS, SLA, and backlog management.
• Proven experience with coaching, group training, documentation, project management, and process improvement.
• Advanced time management skills and the ability to work under pressure and de-escalate tense customer situations in real time.
• Enthusiasm for cross-functional collaboration and solving complex customer problems.

Nice to have

• At least 2 years of experience as a TSE4 in Twilio Support.
• Experience with follow-the-sun support models and remote global teams.
• Experience implementing Agile methodologies and continuous improvement initiatives.
• Experience managing multiple projects and initiatives to completion.
• Excellent communication and facilitation skills.

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, functional off-sites, customer meetings, and approximately 5% travel.
• Competitive pay determined by skills, experience, and geographic location.
• Generous time off, parental and wellness leave, healthcare, and a retirement savings program.
• Inclusive environment focused on customer empathy, collaboration, initiative, and continuous improvement.
• Opportunities to support community volunteering and donation efforts.

Hiring process

• The hiring process uses artificial intelligence to improve efficiency, while final decisions are made by Twilio employees.
• The process includes interviews and may include talent calibration activities.