Staff Escalation Manager

Job Description

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.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio’s next Staff, Escalation Manager

About the job

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. The ideal Staff, 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.

Responsibilities

In this role, you’ll:

• Be involved driving efforts to resolve customer issues that are escalated thru email tickets, social media platforms, internal pathways, and thru email, phone, chat, or social platforms.
• Weekend coverage is part of the role, as is rotation schedules to assist with Support Duty Manager coverage, and on occasion, Incident Oncall for customer facing incidents.
• Handle top escalations and major outage events; working cross functionally and engage key partners to drive effective communication and create a resolution.
• Participate in Support Duty Manager rotations, responding and triaging critical escalations and partnering Support Managers to identify the “tiger team” appropriate resources, mitigation plan to resolve customer issues and unblock customers.
• Participate in customer-facing incidents through an on-call rotation, during high-impact situations.
• Participate in regular incident review meetings, track and improve key metrics for incident quality and effectiveness, and identify areas for process improvements.
• Partner with TAM and AE on post-mortem discussions with customers and act as their advocate to champion feedback and betterments 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.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• You excel at being the point person who can elevate our response to complicated and time-sensitive customer concerns and incidents.
• 7+ years’ in enterprise technical support, professional services or similar customer facing roles. At least 3 years in a senior technical role.
• Strong can-do mentality with a willingness to embrace the critical and time-sensitive nature of issues and incidents.
• Work optimally with Front Line Support Engineers as well as participate in other cross-team engagements to expedite resolutions to hot issues.
• Strong business insight and executive presence; you have the ability to lead executive-level communications on critical or sensitive issues.
• Excellent customer service skills; possessing a high degree of logic, tact and persistence under pressure while maintaining a positive demeanor.
• Ability to work independently with minimal direct supervision and within a team.
• Highly motivated by challenges and passionate about conducting post mortems to identify process gaps and propose betterments.
• Willing to participate in an on-call rotation
• This role will require coverage during APAC hours: 6:00 AM to 3:00 PM IST time zone hours, including weekend shifts, Specifically Sunday to Thursday or Tuesday to Saturday.

Desired:

• Experience supporting and building on Twilio products.
• Previous experience as an Escalation Manager or Technical Account Manager
• Prior telecom (Carrier, SIP, PBX) or messaging platform experience.

Location

This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

What We Offer

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.

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 Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.