Escalation Manager 3 - Remote

Overview

This position is needed to support the Escalations team, under the newly formed Escalations & Engagement org within Twilio's Support organization. This team ensures our customers get the most critical help they need from us at a meaningful time.

In Short

• Drive efforts to resolve customer issues escalated through various channels.
• Handle top escalations and major outage events.
• Participate in Support Duty Manager rotations.
• Engage in customer-facing incidents through an on-call rotation.
• Track and improve key metrics for incident quality and effectiveness.
• Provide technical and soft-skills mentoring to Support Engineers.
• Develop and maintain unified escalation processes.
• Collaborate with internal teams for effective communication.
• Participate in post-mortem discussions with customers.
• Cover APAC or EMEA time zone hours, including weekends.

Requirements

• 5+ years in enterprise technical support or similar roles.
• Strong can-do mentality and willingness to embrace challenges.
• Excellent customer service skills and executive presence.
• Ability to work independently and within a team.
• Willingness to participate in an on-call rotation.
• Experience in technical roles preferred.
• Ability to lead executive-level communications.
• Passionate about conducting post mortems for process improvements.
• Experience supporting and building on Twilio products is a plus.
• Prior telecom or messaging platform experience is a plus.

Benefits

• Competitive pay.
• Generous time-off policies.
• Ample parental and wellness leave.
• Healthcare benefits.
• Retirement savings program.
• Support for volunteering and donation efforts.
• Inclusive work culture.
• Opportunities for professional growth.
• Remote-first work environment.
• Dynamic team with diverse experiences.