About the Job
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 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, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences th...
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
Key Responsibilities
In this role, you’ll:
Investigate account administration, billing, pricing, and usage issues, and communicate findings to customers
Partner with Customer Success, Sales, Engineering, and Product teams to resolve complex problems with potentially costly and far-reaching consequencesCollect, document, and collate feedback for continuous improvement
Own customer communication and ticket handling during account administration and billing-related incidents
Evaluate various circumstances and apply credits or refunds as designated within policy.
Troubleshoot complex issues, including technical components, to ensure proper functionality.Mentor TSEs and new hires to improve troubleshooting and customer-handling procedures
Deliver training on specific topics to help the development of peers
Assist team members with escalations and technical questions in real time through the appropriate channels (e.g., Slack, Zendesk, Jira)
Partner with Supportability Engineering (SE) on technical issues and advocate by sharing Voice of the Customer (VOC) feedback on product quality, emerging trends, escalations, and more
Act as a point of contact for senior leadership escalation support when necessary
Support the team with technical content creation and the management of appropriate FAQs, KCSs, macros, wiki pages, Jira tickets, etc.
Use data to recommend efficiency improvements to the Global Specialization Leader (GSL) to deliver excellent customer support
Actively lead and drive continuous improvement initiatives to elevate the customer experience; this may include support tooling and TSE training
Required Skills & Abilities
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
5+ years of relevant experience
Demonstrated experience in working successfully in fast-paced environments with a proven track record of delivering results
Demonstrated experience with general accounting principles, billing, account reconciliation, or data analysis
Experience with Salesforce, Zuora, or other financial management software.
Strong problem-solving and technical troubleshooting skills (demonstrated experience using JIRA)
Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
Excellent communication skills, including strong reading comprehension, listening, writing, and verbal expression (Combined the two general communication/writing points)
Ability to professionally and diplomatically address customer concerns and provide concise feedback
Ability to create, verify, identify gaps and process technical documents
Ability to de-escalate tense or challenging customer situations in a live environment
Proficiency with Excel, SQL, database queries, ZenDesk
Knowledge and experience in tools like Airtable, Trello or Asana
Working knowledge of JIRA with a plus for JIRA Administration
Active contributor to self-help resources and content creation (Wiki, macros, KB, etc.)
Qualifications
Experience:
5 years experience
