Remote-first role supporting Twilio's Escalations Management team within Support Ops.
Work with internal teams to tackle complex technical issues for customers and communicate with
Provide leadership, coaching, onboarding, and training to team members.
Identify process improvements, drive projects, and manage queue/escalation activities.
Prepare executive-ready post-mortems and leadership-facing reporting.

🎯 Requirements

5+ years in a client-facing technical support role.
Experience with Tableau, Excel, Jira, Zendesk or similar tools for queries and reports.
Proven track record of coaching and developing team members and managing performance metrics (TTS
Strong cross-functional collaboration and communication skills; ability to de-escalate tense

🎁 Benefits

Competitive pay, generous time off, parental and wellness leave.
Healthcare, retirement savings program, and other location-based offerings.
Equity/bonus eligibility and standard Twilio benefits.

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