Staff, Escalations Manager

Remote - Spain

Remote

Senior

Full Time

remoteescalation_managementleadershipcustomer_supporttechnical_support

Requirements

•5+ years in a client-facing technical support role
•Experience using industry tools such as Tableau, Excel, Jira, Zendesk to search databases, create queries, and generate reports
•Consistently exceeds KPIs for individual contributor performance (TTS, SLA, backlog management)
•Enthusiasm for collaborating with other departments to find customer solutions
•Proven track record of empowering team members through coaching, training, documentation, project management, and process improvement
•Advanced time management skills and ability to work under pressure and de-escalate tense customer situations

•Lead and mentor a team of Escalation Managers globally
•Coach and train team members on performance, soft skills, queue management, and case/incident management best practices
•Manage onboarding and training of new team members
•Identify and implement training and process improvement opportunities
•Communicate openly and effectively with the team
•Advise on sensitive SDM escalations and identify trends and blockers
•Review technical post-mortems and incident reports to create executive-ready narratives
•Ensure leadership-facing documentation outlines business impact, timeline, and remediation steps
•Work with leadership and cross-functional project managers on OKRs and project deliverables
•Drive technical projects to improve the team
•Assist in talent acquisition by conducting interviews and participating in calibrations

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