Staff, Escalation Manager

About the Role

Twilio's dedication to remote-first work and strong culture of connection and global inclusion means that, regardless of your location, you will be part of a vibrant, diverse team making a global impact. This role offers the opportunity to work with a wide range of internal teams, including Support, Product, and Engineering, to drive customer success and improve overall customer experience.

What You Will Do

• Drive efforts to resolve customer issues escalated through various channels, including email tickets, social media platforms, and internal pathways.
• Provide weekend coverage and participate in Support Duty Manager rotations to ensure 24/7 support for critical customer escalations.
• Handle top escalations and major outage events, working cross-functionally with key partners to drive effective communication and resolution.
• Participate in customer-facing incidents through an on-call rotation, responding to high-impact situations.
• Engage in regular incident review meetings to track and improve key metrics for incident quality and effectiveness, identifying areas for process improvements.
• Partner with Technical Account Managers (TAMs) and Account Executives (AEs) on post-mortem discussions with customers, advocating for feedback and improvements to Product and Engineering.
• Develop and maintain unified escalation processes to reduce resolution time on business-critical issues.
• Provide technical and soft-skills mentoring to Support Engineers to enhance their capabilities and performance.
• Participate in Support Duty Manager rotations, responding and triaging critical escalations, and partnering with Support Managers to identify and allocate appropriate resources.

What We Are Looking For

• Proven experience in a technical support or escalation management role, with a strong background in handling complex customer issues.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
• Strong technical skills, including proficiency in Excel and experience with customer support software.
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple escalations simultaneously.
• Experience in a remote or distributed team environment, with a proven ability to work independently and collaboratively.
• Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
• Experience with incident management and on-call rotations, preferably in a cloud-based or SaaS environment.

Nice to Have

• Experience with artificial intelligence (AI) and machine learning (ML) technologies, particularly in the context of customer support and escalation management.
• Knowledge of cloud communication platforms, such as Twilio, and their applications in customer-facing environments.
• Certification in IT service management, such as ITIL, or experience with agile methodologies.
• Experience with data analysis and visualization tools, such as Tableau or Power BI, to drive data-informed decision-making.

Benefits and Perks

• Competitive salary and benefits package, tailored to the local market.
• Equity and stock options, providing a stake in Twilio's success and growth.
• Flexible and remote work arrangements, with the option to work from anywhere.
• Comprehensive health insurance, including medical, dental, and vision coverage.
• Generous paid time off (PTO) and holiday schedule, allowing for a healthy work-life balance.
• Access to a wide range of learning and development opportunities, including training, workshops, and conferences.
• Participation in Twilio's employee stock purchase plan (ESPP), enabling you to purchase company stock at a discounted rate.

• Ensure you have a strong understanding of technical support principles and escalation management processes.
• Develop a portfolio of your work, including case studies or examples of complex customer issues you've resolved.
• Prepare to discuss your experience with data analysis and visualization tools, and how you've applied these skills in previous roles.
• Research Twilio's products and services, and be prepared to discuss how you can contribute to the company's mission and growth.
• Practice your communication and interpersonal skills, as these are critical in a customer-facing escalation management role.
• Be prepared to discuss your experience working in a remote or distributed team environment, and how you handle the challenges and benefits of remote work.