Escalation Manager 3

Job Description

Escalation Manager 3 at TwilioWho we areAt Twilio, were shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, youre part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, were acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.See yourself at TwilioJoin the team as our next Escalation Manager 3.About the jobThis position is needed to support the Escalations team, under the newly formed Escalations & Engagement org within Twilios Support organization. This team ensures our customers get the most critical help they need from us at a meaningful time. The ideal Escalation Manager is an inventive and hardworking technical specialist with a positive outlook and strong desire to help customers succeed. This candidate must be equally adept at collaborating closely with internal teams to tackle complex technical issues for customers, along with handling technical, executive-level customer communications.ResponsibilitiesIn this role, youll:

• A day in the life of an Escalation Manager involves driving efforts to resolve customer issues that are escalated through email tickets, social media platforms, internal pathways, and through 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.
• Youll handle top escalations and major outage events; working cross-functionally and engage key partners to drive effective communication and create a resolution.
• Youll 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.
• You will participate in customer-facing incidents through an on-call rotation, during high-impact situations.
• Youll participate in regular incident review meetings, track and improve key metrics for incident quality and effectiveness, and identify areas for process improvements.
• Youll 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.
• Youll develop and maintain unified escalation processes to reduce resolution time on business critical issues.
• Youll provide technical and soft-skills mentoring to Support Engineers.

QualificationsNot 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:

• You excel at being the point person who can elevate our response to complicated and time-sensitive customer concerns and incidents.
• 5 years in enterprise technical support, professional services or similar customer facing roles. At least 2 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 be asked to cover APAC or EMEA Time Zone hours involving weekend coverage, either Sun-Thurs or Tues-Sat. (APAC - 6:00 AM IST to 3:00 PM IST and EMEA - 12 PM IST to 9 PM IST).

Desired:

• Experience supporting and building on Twilio products.
• Previous experience as an Escalation Manager or Technical Account Manager.
• Prior telecom (Carrier, SIP, PBX) or messaging platform experience.

LocationThis role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).What We OfferThere are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do youWe like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. Thats 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 youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions.Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com.

Keyskills :
technical support customer communicationincident management process improvement team collaboration leave effective communication