Greenhouse ·
full-timeStaff, Escalations Manager
Twilio · Remote - Spain
Twilio is a cloud communications platform that enables businesses and developers to embed voice, messaging, video and email capabilities into their applications. The Staff Escalations Manager internship supports the Escalations Management team within Twilio Support Ops, helping customers receive critical assistance quickly. Day‑to‑day tasks include acting as a subject‑matter expert for complex technical escalations, mentoring and coaching junior escalation engineers, designing and delivering onboarding and training sessions, and identifying process gaps for improvement. The intern will also assist with incident and case management, translate technical post‑mortems into executive‑level summaries, prepare leadership‑facing reports, and collaborate with cross‑functional project managers on OKR‑related deliverables. The role suits candidates with a strong technical foundation, excellent written and verbal communication, and a natural inclination toward leadership and mentorship. Experience handling high‑severity incidents, a customer‑centric mindset, and the ability to work remotely while coordinating with global teams are important. Candidates who enjoy troubleshooting complex problems, driving process efficiencies and fostering collaborative team culture will find the position a good fit.
Education
- Level: Bachelor's degree
Key Skills
Notes
['Remote (Spain)', 'Ad‑hoc in‑person meetings may be required']
About the Role We are seeking a Staff, Escalations Manager (EM4) to support Twilio's Escalations Management team within the Support organization. The role involves leading a global team of Escalation Managers, mentoring, process improvement, and handling complex technical escalations. Responsibilities Leadership: act as change agent and subject matter expert for the team. Coaching & Mentoring: mentor, coach, and train team members on performance, soft skills, queue and case management. Onboarding: manage onboarding and training of new team members. Team Improvement: identify and implement training and process improvements. Team Engagement: communicate openly, share updates, and disseminate information. Queue/Escalation/Incident/Case Management: advise on sensitive escalations, identify trends, and manage incidents. Post‑Mortem Review: translate technical post‑mortems into executive‑ready narratives. Reporting: ensure leadership‑facing documentation outlines impact, timeline, and remediation steps. Project Lead: work with escalation leadership and cross‑functional project managers on OKRs and deliverables. Requirements Experience in escalation and incident management, strong leadership and coaching abilities, excellent communication skills, and a focus on process improvement. Eligibility Internship position; no specific degree or pass‑out year requirements mentioned.
Staff, Escalations Manager: role and responsibilities
- Lead and act as a subject matter expert for a global team of Escalation Managers.
- Mentor and train team members on performance, soft skills, and case management.
- Manage the onboarding process for new team members joining the organization.
- Identify and implement process improvements to enhance team efficiency.
- Advise on sensitive escalations and manage complex incidents.
- Translate technical post-mortem reviews into executive-ready narratives.
- Collaborate with cross-functional project managers to meet OKRs and deliverables.
Skills for this role
Required skills
Also mentioned in the listing
| Role | Staff, Escalations Manager |
|---|---|
| Company | Twilio |
| Location | Remote - Spain |
| Compensation | Not disclosed |
| Posted | 2026-09-30 |
| Deadline | Rolling |
How to prepare for the Staff, Escalations Manager role
- Prepare examples of how you have handled high-pressure incidents or complex escalations in previous projects.
- Highlight your experience in mentoring or coaching others to demonstrate leadership potential.
- Practice translating technical documentation into clear, concise summaries suitable for executive stakeholders.
- Research standard incident management frameworks to discuss process improvement strategies effectively.
Common mistakes to avoid
- Failing to quantify the impact of process improvements; fix this by using metrics to show efficiency gains.
- Over-focusing on technical details during interviews; fix this by emphasizing your communication and stakeholder management skills.
- Ignoring the 'global' aspect of the team; fix this by mentioning your experience working across different time zones or cultures.
- Providing vague examples of leadership; fix this by using the STAR method to detail your specific actions and results.
Resume keywords for this listing
Terms the listing itself uses. Include the ones you can back with a project or experience.
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Staff, Escalations Manager at Twilio: frequently asked questions
- Who can apply for the Staff, Escalations Manager role at Twilio?
- The listing asks for Bachelor's degree; freshers are welcome.
- What skills does the Staff, Escalations Manager role require?
- The listing highlights Escalation Management, Incident Management, Leadership, Coaching, Process Improvement, Customer Communication. Show each of these in a project or past role on your resume.
- What is the salary for this role?
- Twilio has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Staff, Escalations Manager position remote, hybrid or onsite?
- The listing marks this role as remote, with Remote - Spain as the location.
- What is the application deadline?
- Twilio has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Staff, Escalations Manager role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
- What is the work mode for this position?
- This position is fully remote and based in Spain.
- What are the eligibility requirements regarding my degree or graduation year?
- The listing does not state any specific degree or pass-out year requirements for this internship.
More at Twilio
Other jobs at Twilio
- Senior Financial Manager, Partnerships · Remote - US
- Program Manager, Carrier Operations & Governance · Remote - US
- Senior International Payroll Analyst · Remote - Ireland
- Principal Product Manager · Remote - US
- Principal, R&D Strategy & Operations · Remote - US
Explore Related Placements
// similar opportunities
You might also like
Operations Manager
Coinbase
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the enviro...
Staff Product Manager - Data Protection
Zscaler
Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange™️ plat...
Staff Product Manager
Twilio
Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of...
['Remote-first role with occasional in-person meetings']
Operations Manager, ADGM
Coinbase
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the enviro...
Staff Product Manager, Comms Platform
Affirm
At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on ...
Senior Manager, Escalation Services
Gusto
About Gusto At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners c...