About the company
Twilio is a remote-first communications platform company delivering solutions to hundreds of thousands of businesses and empowering millions of developers worldwide.
Responsibilities
- Be the change agent, go-to person, and subject matter expert for the team
- Mentor, coach, and train team members on performance, soft skills, queue management, and case/incident management best practices
- Manage onboarding and training of new team members, creating and delivering structured training sessions
- Identify training and process improvement opportunities and implement solutions
- Communicate openly with the team and disseminate information in a timely manner
- Advise on sensitive SDM escalations, identify trends and blockers
- Review technical post-mortems and incident reports, translating complex root causes into executive-ready narratives
- Ensure leadership-facing documentation outlines business impact, timeline, and remediation steps
- Work with Escalation Leadership and cross-functional project managers on OKR and project deliverables
- Drive technical projects to improve the team
- Assist in scaling the talent pipeline by conducting interviews and participating in calibrations
Requirements
- 5+ years in a client-facing technical support role supporting customers, internal teams, and partners
- Experience with industry tools (Tableau, Excel, Jira, Zendesk) to search databases, create custom queries, and generate reports
- Consistently exceeds KPIs for IC performance (TTS, SLA, backlog management)
- Enthusiasm for collaborating with other departments
- Proven track record of empowering team members through coaching, group training, documentation, project management, and process improvement
- Advanced time management skills and ability to de-escalate tense customer situations
- Desired: 2+ years as TSE4 in Twilio Support, follow-the-sun support experience, Agile methodologies, managing multiple projects
Conditions
- Based in Spain, remote
- Monday-Friday shift during EMEA hours
- Occasional in-person reporting for team gatherings, off-sites, or customer meetings