Escalation Manager

See yourself at Twilio

Join the team as our next Escalation Manager

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and dreamers to help fuel our growth momentum.

About the job

Support Escalations is a critical function within Twilio Support that focuses on ensuring our customers can get the most critical help they need from Twilio at the most important time. An ideal Escalation Engineer Team Lead is a resourceful guide with a positive outlook and calm demeanor, and most important of all, a strong desire to help customers succeed. This individual must be equally adept at collaborating closely with internal teams e.g. Support, Account Executives, Customer Success Managers, and Engineering teams to quarterback complex situations and drive rapid resolution or impact mitigation for issues. This person will work with their regional team to assist the Director, Escalation Management in continued knowledge share and growth.

Responsibilities

In this role, you’ll:

• Participate in Support Escalation on-call rotation. Respond to incoming customer concerns and figure out the best course of action to unblock customers by partnering with subject matter authorities.
• Own and drive the escalation experience. Lead partner communication by providing regular updates to both customers and internal partners by communicating in an outstanding manner and by embodying the Twilio Magic.
• Record case summary and update escalation logs with clear next steps to keep the status of an issue up to date to drive internal alignment.
• Partner with the Account Team on post-escalation discussions with customers and serve as the customer advocate to champion feedback and betterments to Product and Engineering.
• Analyze, report and surface concern trends to Support leadership and the global Escalations function while identifying areas for improvement.
• Develop and maintain cross-team processes to reduce resolution time on business critical issues.
• Assist and cooperate with Support Managers to handle critical issues from top customers, working cross functionally and engage key partners to drive effective communication and resolution.
• Serve as a back-up resource to drive major outage events and cover incident responses and communications on weekends.
• Supervise and complete catastrophic and Sev1 incident communication processes, including internal partners (sales and services leaders).

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

• 4+ years’ experience in enterprise technical support, escalation management, professional services or related customer facing roles in fast-paced environments.
• Strong can-do mentality and willingness to engage in on-call rotation and embrace the critical and time-sensitive nature of customer concerns and incidents.
• Ability to work effectively with Front Line Support Engineers as well as participate in other cross-team engagements to expedite resolution to hot issues.
• Strong business insight and executive presence, and the ability to handle executive-level communications on critical or sensitive issues.
• Excellent customer service skills, and possess a high degree of logic, tact and perseverance under pressure while maintaining a positive demeanor.
• Ability to work independently with little direct supervision and as a part of a team.
• Highly motivated by challenges and passionate about conducting post mortems to identify process gaps and propose betterments.
• Prior Contact Center Technology, Telecom (Carrier, SIP, PBX) or Messaging Platform Experience.
• Strong Project Management skills in handling multi-tier issues for critical business partners.

Location

This role will be based in our North America Region and will be remote. No travel is anticipated.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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 tackle 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.

Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

If you are a Colorado applicant:

• The estimated pay range for this role, based in Colorado, is $90,320 - $124,190
• Additionally, this role is eligible to participate in Twilio's equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

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