Staff Escalation Manager

Responsibilities

• Serve as a change agent, go-to person, and subject matter expert for the team.
• Mentor, coach, and train team members on performance, soft skills, queue management, and case or incident management best practices.
• Manage onboarding and training for new team members, including creating and delivering structured training sessions.
• Identify and implement training, process improvement, and channel engagement opportunities.
• Communicate openly with the team and disseminate timely updates.
• Advise on sensitive customer escalations and identify trends and blockers.
• Review technical post-mortems and incident reports, translating complex root causes into clear, executive-ready narratives.
• Ensure leadership-facing documentation clearly outlines business impact, timelines, and remediation steps.
• Work with escalation leadership and cross-functional project managers on OKRs and project deliverables.
• Identify pain points, propose solutions, and drive technical projects and process improvements.
• Support talent acquisition by conducting interviews and participating in calibrations.

Requirements

• 5+ years in a client-facing technical support role supporting customers, internal teams, and partners.
• Experience using Tableau, Excel, Jira, Zendesk, or similar industry tools to search databases, create custom queries, and generate reports.
• Consistent achievement of individual contributor performance KPIs, including TTS, SLA, and backlog management.
• Enthusiasm for collaborating with other departments to resolve customer issues.
• Proven experience empowering team members through individual coaching, group training, documentation, project management, and process improvement.
• Advanced time management skills and the ability to work under pressure and de-escalate tense customer situations in a live environment.

Nice-to-haves

• 2+ years of experience as a 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 successful completion.
• Excellent communication and facilitation skills.

Compensation and Benefits

• Estimated annual pay ranges:
  • Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington, D.C.: $106,320.00–$132,900.00
  • New York, New Jersey, Washington State, or California outside the San Francisco Bay area: $112,560.00–$140,700.00
  • San Francisco Bay Area, California: $125,040.00–$156,300.00
• May be eligible for equity and a corporate bonus plan.
• Benefits may include healthcare insurance, a 401(k) retirement account, paid sick time, paid personal time off, paid parental leave, wellness leave, and generous time off.