Twilio - Staff, Escalations Manager

Remote - Spain3w ago

Remote Staff EMEA Facilities Manager Customer Service Manager Team Management Team Leadership Performance Management Excel Jira

Requirements

• 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! • 5+ years in a client-facing technical support role, supporting customers and internal teams and partners. • Experience using industry tools (Tableau, Excel, Jira, Zendesk etc.) to search databases, create custom queries, and generate reports • Consistently exceeds all KPIs for IC performance (TTS, SLA, Backlog management) • Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need. • Proven track record of empowering team members through individual coaching, group training, documentation, project management, and process improvement. • Advanced time management skills and the ability to work well under pressure and de-escalate tense customer situations in a live environment. • Desired: • 2+ Years of Experience as TSE4 in Twilio Support • Experience working in a follow-the-sun support model with remote and global teams. • Experience in implementing Agile methodologies and continuous improvement initiatives. • Experience managing multiple projects and initiatives to success. • Excellent communicator and facilitator. • Location • This role will be based in SPAIN. This role will be remote and during a Monday-Friday shift during EMEA hours. • Monday-Friday shift during EMEA hours • Travel • We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way.

Responsibilities

• Leadership: Be the change agent, go-to person, subject matter expert for the team • Leadership: • Coaching & Mentoring: Mentor or coach or train other team members on Performance, Soft Skills, Queue Management, Case / Incident Management best practices • Coaching & Mentoring: • Onboarding: Manage onboarding & training of new team members. Creating & delivering structured training sessions • Onboarding: • Team Improvement: Identify training / process improvement opportunities. Create & implement trainings / solutions / process improvements accordingly. Identifies and recommends opportunities for improvement in channel engagement • Team Improvement: • Team Engagement: Communicate openly and effectively with their team. Share updates and timely disseminate information • Team Engagement: • Queue /Escalation / Incident /Case Management: Help advise on sensitive SDM Escalations, identify trends and blockers. • Queue /Escalation / Incident /Case Management: • Reporting: Ensure all leadership-facing documentation clearly outlines the business impact, timeline, and remediation steps. • Reporting: E • Project Lead: Works with Escalation Leadership and cross-functional project managers on OKR and project deliverables. Identify pain points and propose solutions (through projects/process improvements). Drive technical projects to bring improvements on the team. • Project Lead: • Talent Acquisition: Assist in scaling the talent pipeline by conducting interviews and participating in calibrations

Benefits

• 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. • The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic 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 • 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. • Stay alert to recruitment fraud • We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps..