Manager, Escalation Management

Job Description

Support Escalations is a newly formed team within Twilio Support to ensure our customers get the most critical help they need from us at the most meaningful time. You will take the role as a Manager of the escalations team and manage a team of escalations managers covering APAC and EMEA. We believe that when a critical escalation is handled appropriately, it instills trust and strengthens our relationship with our customers. We are hiring a Manager to lead a group of Escalation Engineers and Escalation Managers in India to elevate Twilio Support s response to hot escalations and incidents. An ideal candidate is a seasoned people manager who thrives in fast-paced environments and is passionate about escalation and incident management.About the jobA regular day for a Manager in the Support Escalations function involves developing strategies for 24/7 coverage to effectively drive the most visible and impactful escalations and ensuring the success of our customers on Twilio platform. He or she will provide guidance and support to the group of Escalation Managers and Engineers as well as take the global vision of the Escalations function and cascade it and implement processes and initiatives on the regional level.ResponsibilitiesAs a Manager, Support Escalations, you will:
• Manage, hire, and mentor the group of Escalation Managers and Engineers based in India, covering either APAC or EMEA timezone.
• Build and develop strategies to staff and the Support Escalation on-call rotation and evolve the roles and responsibilities of the team as it scales.
• Partner with the Global functional lead to define, document and drive priorities and measures to improve the overall customer experience for escalation processes.
• Conduct post-escalation reviews and provide mentorship to the team and identify betterments to prevent similar escalations from occurring again.
• Supervise business metrics and deliver monthly reports to surface escalation and incident trends and offer insights to the Support leadership team.
• Serve as a point for high severity customer issues and handle internal and external executive-level communications.
• Partner with the regional account team (Customer Success Managers, Technical Account Managers and Account Executives) to address risk reports driven by support or product dissatisfaction and develop a cross-functional plan of actions to mitigate risks.
• Establish relationships across Twilio s Incident Command, Super Network Operations Center as well as Product & Engineering team to enable effective teamwork to resolve sophisticated issues.
• Maintain and iterate on customer communication strategies during incidents and outages.
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 hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!Required:Twilio is looking for a manager under the Support Escalations function to lead our regional escalations team based in India. The ideal candidate should have:
• 8+ years experience in enterprise technical support, professional services or related customer facing roles, with at least 5 years of people management experience.
• Strong team building skills, with invested curiosity about professional development and growth of your direct reports.
• Excellent communication and interpersonal skills, coupled with strong business insights and executive presence. Ability to manage executive-level communications on critical or sensitive issues.
• Practical experience of the general support process and functions and extraordinary understanding of the overall support and engineering escalation process.
• Excellent time management and organizational skills in high stress situations.
• Consistent track record of driving process and operational improvements based on data and automation.
• Strong cross-functional leadership skills, ability to interact effectively at various levels of an organization and cross functionally to advocate and drive betterments on behalf of customers and Support team.
• Bachelor s degrees or higher in a relevant field.
Desired:
• 2+ years of experience in the cloud or SaaS industry.
• Previous experience as an Escalation Engineer or Technical Account Manager
• Six Sigma Certification
• Data analytical skills.
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