Staff Escalation Manager

Twilio

. 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.

Posted 5/13/2026full-timeRemote • 🇮🇳 IndiaLeadWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare
Retirement savings program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportincident managementescalation processesmetrics trackingprocess improvementcustomer advocacypost-mortem analysiscross-functional collaborationtroubleshootingresolution strategies

Soft Skills

can-do mentalityexecutive presencecustomer servicelogictactpersistenceindependenceteam collaborationmotivationcommunication