Technical Support Expert 2

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 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 that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio’s next Technical Support Expert 2 - Onboarding and Compliance Support

About the job

This position is needed to Deliver top-tier customer service by embodying Twilio’s values of empathy, warmth, and technical expertise. Guide customers and partners through compliance, resolve account issues, support phone numbers requests and provide expert advice. Use critical thinking to prevent fraud and ensure account security. As a key member of the Onboarding and Compliance Support team, you’ll champion customer success and protect communication environments, ensuring secure, compliant operations free from external threats.

Responsibilities

In this role, you’ll

• Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores.

• Provide timely and concise updates on significant issues, incidents, and escalated cases, including challenges in processes, and proactively communicate with customers to offer updates and next steps.

• Continuously identify and implement improvements to processes and procedures to enhance customer experience and service excellence in collaboration with global Onboarding and Compliance teams.

• Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs.

Qualifications

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!

*Required

• Fluency in English & Spanish.

• Solid technical skills: experience in common enterprise OSs.

• Experience providing ticket support.

• Experience providing live support: chat support, phone support, Zoom support or similar.

• Experience with using Knowledge Database tools to search databases, create custom queries, and generate reports.

• A demonstrated history of customer focus and empathy, including the ability to communicate complex issues to both technical and non-technical audiences.

• Eagerness to learn new things, build expertise and support others in the field.

• Experience handling escalations effectively and efficiently.

• To work weekends