Staff, Escalations Manager
Core
Lead a global team of Escalation Managers to handle critical customer incidents, drive process improvements, and ensure high-quality support delivery for Twilio's enterprise clients.
Role type
Staff Escalations Manager (IC + Team Lead)
Builds
Escalation management processes, incident response capabilities, and team performance metrics
Domain
SaaS / Customer Support / Technical Escalations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Technical support leadership, incident management, process improvement, coaching & mentoring, data analysis (Tableau/Excel/Jira), stakeholder communication
Preferred skills
Follow-the-sun support experience, Agile methodologies, multi-project management
Technologies
Tableau, Excel, Jira, Zendesk
Responsibilities
Mentor and coach team members on performance and case management; Identify and implement process improvements for the escalation team; Analyze incident trends and blockers; Translate complex root causes into executive-ready narratives; Lead cross-functional projects to improve team efficiency; Assist in talent acquisition and scaling the team
Seniority
Staff, hands-on IC with team leadership
