Twilio
Staff, Escalations Manager
Remote role where the employee must remain based in a particular country.
Spain only
Employer listed it 12h ago · Added yesterday
First listed yesterday.
Salary
Not stated
Location
Spain only
Timezone
CET ±2
Contract
Full-time
Experience
Lead
Category
Customer Support
This employer didn't state pay. Jobs like this usually pay around $165k–$230k a year, a typical range taken from 58 lead-level customer support roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Work from home
This is a remote role, but the employee must be based in Spain. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Remote - Spain"
- Job description states: "based in SPAIN. This role will be remot"
What Nomaders makes of it
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. .
Hiring and how we work
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. .
See yourself at Twilio
Join the team as Twilio’s next Staff, Escalations Manager 4, of the Escalations Management team.
About the job
This position is needed to support the Escalations Management team, under the 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. The ideal Escalation Manager is an inventive and hardworking technical specialist with a positive outlook and strong desire to help customers succeed. This candidate must be equally adept at collaborating closely with internal teams to tackle complex technical issues for customers, along with handling technical, executive-level customer communications.
This position is needed to help the Support Escalations team within Twilio Support Ops to ensure our customers get the most needed help at the most important time. We believe that when a critical escalation is handled appropriately, it instills trust and strengthens our relationship with our customers.
We are hiring a EM 4 to support, empower, and assist the management team with leading a group of Escalation Managers globally. An ideal candidate is a leader who thrives in fast-paced environments and is passionate about escalation and incident management. As the EM 4 you will be the mentor, bringing out the best in your team members and helping them succeed. As the team grows, you are scaling the processes effectively. You are seeking improvements for efficiency and performance consistency across the team. You will foster a strong culture of collaboration and customer empathy in the team.
Responsibilities
In this role, you will:
Leadership: Be the change agent, go-to person, subject matter expert for the team
Coaching & Mentoring: Mentor or coach or train other team members on Performance, Soft Skills, Queue Management, Case / Incident Management best practices
Onboarding: Manage onboarding & training of new team members. Creating & delivering structured training sessions
Team Improvement: Identify training / process improvement opportunities. Create & implement trainings / solutions / process improvements accordingly. Identifies and recommends opportunities for improvement in channel engagement
Team Engagement: Communicate openly and effectively with their team. Share updates and timely disseminate information
Queue /Escalation / Incident /Case Management: Help advise on sensitive SDM Escalations, identify trends and blockers.
Post-Mortem Review: Review technical post-mortems and incident reports to translate complex root causes into clear, executive-ready narratives.
Reporting: E nsure all leadership-facing documentation clearly outlines the business impact, timeline, and remediation steps.
Project Lead: Works with Escalation Leadership and cross-functional project managers on OKR and project deliverables. Identify pain points and propose solutions (through projects/process improvements). Drive technical projects to bring improvements on the team.
Talent Acquisition: Assist in scaling the talent pipeline by conducting interviews and participating in calibrations
Requirements
- ·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.
Benefits
- ·Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
- ·The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
- ·Twilio thinks big. Do you?
- ·We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio
- ·Twilio thinks big. Do you?
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Twilio, mentioning your remote working experience and working hours (CET ±2).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 2d ago. Last checked 23 Sept. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open customer support roles with comparable remote rules.
Free to apply, no account needed.
Typically $165k to $230k per year · You'll be taken to the employer's careers page.