Staff, Escalation Manager

Location: Remote - US. This role is not eligible to be hired in California, Connecticut, Illinois, Massachusetts, Maryland, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Washington, or Washington, D.C. Occasional travel may be required for project or team meetings.

Salary: $106,320–$132,900, $112,560–$140,700, or $125,040–$156,300 annually, depending on location. The role may also include equity and a corporate bonus.

Company

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

What you will do

• Act as a subject matter expert and change agent for the Escalations Management team.
• Coach, mentor, and train support specialists on performance, soft skills, queue management, case management, and incident management.
• Manage onboarding and deliver structured training sessions for new team members.
• Handle sensitive customer escalations, identify trends and blockers, and coordinate resolution with internal teams.
• Review technical post-mortems and incident reports, translating root causes into clear executive-level narratives and reporting.
• Lead technical projects and process improvements with escalation leadership and cross-functional project managers, and support talent acquisition through interviews and calibrations.

Requirements

• 5+ years of experience in a client-facing technical support role supporting customers, internal teams, and partners.
• Experience with Tableau, Excel, Jira, Zendesk, or similar tools for database searches, custom queries, and reporting.
• Consistently strong individual contributor performance against KPIs such as TTS, SLA, and backlog management.
• Proven experience with individual 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 a live environment.
• Must be based in an eligible US location; hiring is excluded in the states and district listed above.

Nice to have

• 2+ years of experience as 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 successful completion.
• Excellent communication and facilitation skills.

Culture & Benefits

• Remote-first work environment with occasional in-person team, customer, or project meetings.
• Healthcare insurance and a 401(k) retirement savings program.
• Paid sick time, personal time off, and parental leave.
• Wellness leave and additional location-dependent benefits.
• Opportunities to support community volunteering and donation initiatives.

Hiring process

• Applications are intended to be accepted until October 15, subject to business needs.
• The formal interview process includes human-led hiring decisions; recruitment is not conducted exclusively through text-based messaging.