About the role
At Twilio, the team responsible for customer support escalations is seeking a seasoned leader to oversee their global Escalations Management group. This role involves guiding a team of escalation managers, mentoring them in technical and soft skills, and ensuring efficient incident handling. The position emphasizes fostering a collaborative environment and improving processes to enhance customer trust and satisfaction.
Daily responsibilities include coaching team members, managing onboarding, analyzing incident reports, and leading cross-functional projects to optimize support workflows. The ideal candidate has extensive experience in technical support, report generation, and team leadership, with a focus on escalation and incident management. The role is remote, based in Spain, and involves working during EMEA hours, with some travel expected.
This position is suitable for a professional with over five years in client-facing technical support roles, familiar with industry tools like Jira and Zendesk, and experienced in agile methodologies. The candidate should excel in communication, project management, and de-escalation techniques. The role offers an opportunity to influence support operations at a global level while working remotely within a vibrant, inclusive team.