Staff Escalation Manager

New

Skills

AI Tools Cross-Functional Collaboration Customer Service Escalation Management Executive Communication Incident Management Mentoring Post-Mortem Analysis Process Improvement Technical Support

Join Twilio as a Staff, Escalation Manager, where you will support our Escalations team within the newly formed Escalations & Engagement organization. This role is critical in ensuring our customers receive timely and effective assistance for their most urgent issues.

Key Responsibilities
  • Drive efforts to resolve customer issues escalated through various channels.
  • Handle major escalations and outage events by collaborating with internal teams.
  • Participate in customer-facing incidents and on-call rotations during critical situations.
  • Track metrics for incident quality and effectiveness, identifying areas for process improvement.
  • Provide mentoring to Support Engineers and develop unified escalation processes.
Required Skills & Qualifications
  • 7+ years in enterprise technical support or similar roles.
  • At least 3 years in a senior technical position.
  • Strong customer service skills and executive presence.
  • Ability to work independently and collaboratively within a team.
  • Willingness to participate in an on-call rotation and cover APAC hours.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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