Staff, Escalations Manager

Remote · 2+ years experience · Remote · Posted Sep 22, 2026

At a glance

This position supports the Escalations Management team under the Escalations & Engagement org within Twilio's Support organization.
The role involves leading a group of Escalation Managers globally, mentoring team members, and scaling processes effectively.
The Staff, Escalations Manager will handle technical, executive-level customer communications and collaborate closely with internal teams.

Be the change agent, go-to person, subject matter expert for the team
Mentor or coach or train other team members on Performance, Soft Skills, Queue Management, Case / Incident Management best practices
Manage onboarding & training of new team members, creating & delivering structured training sessions
Identify training / process improvement opportunities and create & implement trainings / solutions / process improvements accordingly
Communicate openly and effectively with their team, share updates, and timely disseminate information
Help advise on sensitive SDM Escalations, identify trends and blockers
Review technical post-mortems and incident reports to translate complex root causes into clear, executive-ready narratives
Ensure all leadership-facing documentation clearly outlines the business impact, timeline, and remediation steps
Work with Escalation Leadership and cross-functional project managers on OKR and project deliverables, drive technical projects to bring improvements on the team
Assist in scaling the talent pipeline by conducting interviews and participating in calibrations

5+ years in a client-facing technical support role, supporting customers and 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 interacting and collaborating with other departments within Twilio in your search for the solutions our customers need
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