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About Twilio:
- Twilio is a remote-first communications platform serving hundreds of thousands of businesses.
- We foster a culture of connection, global inclusion, and innovation.
The Role:
- As Staff Escalation Manager, you'll lead the Escalations Management team to provide critical customer support.
- You'll mentor team members, manage onboarding, and drive process improvements.
- You'll handle sensitive escalations and communicate with executive-level customers.
Qualifications:
- 5+ years in client-facing technical support with strong coaching and time management skills.
- Proficiency in Tableau, Excel, Jira, Zendesk and agile methodologies.
- Ability to thrive under pressure and de-escalate tense situations.
What We Offer:
- Competitive pay, generous time off, and ample parental and wellness leave.
- Healthcare, 401(k) retirement savings, and remote-first work culture.
Twilio
Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. With a remote-first culture, Twilio emphasizes connection, global inclusion, and diversity, making a global impact every day.