# Staff Escalation Manager

**Company:** [Twilio](https://hotfix.jobs/companies/twilio)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $106k – $156k/yr
**Experience:** 7+ years
**Skills:** Tableau, Excel, Jira, Zendesk, Technical Support, Incident Management, Case Management, Queue Management, Post-Mortem Analysis, Project Management, Process Improvement, Agile Methodologies, Coaching, Training, Kpi Management
**Posted:** 2026-08-13

> Leads technical customer escalations, incident reviews, team coaching, onboarding, and process improvement within a remote support organization. Requires at least five years of client-facing technical support experience and strong communication, reporting, and project management skills.

## Job Description

## 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.

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