Job description
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.
See yourself at Twilio
Join the team as Twilio’s next Program Specialist 3.
About the job
This position is needed to support our Knowledge Exchange program and the teams and roles within it. This role will provide the opportunity to contribute to initiatives and partner cross-functionally with teams across the organization to improve the employee and customer experience and maximize the adoption of AI.
As Knowledge Specialist, you will support the Knowledge Exchange program, a knowledge management program that quickly and easily connects Twilio employees and customers with solutions and answers through their preferred channels: self-service, AI assistants and copilots, and assisted support. It is best practices and processes that integrate the use, improvement, and creation of knowledge into problem-solving interactions. This is an exciting opportunity for someone eager to contribute to the success of our KCS implementation and make a meaningful impact on the employee and customer experience.
Responsibilities
In this role, you’ll:
- Collaborate cross-functionally with internal Twilio teams, stakeholders and partners.
- Advocate knowledge sharing across Global Operations teams, especially Onboarding & Compliance, Customer Support Operations, and Global Customer Services.
- Manage existing knowledge bases, including feedback and curation of published information and editing content for quality and effectiveness.
- Analyze feedback, usage, and other data to prioritize creation and improvement of knowledge and the Help Center self-service experience.
- Enforce KCS content standards, publishing, and maintenance processes.
- Create, analyze, and report on metrics to measure the usage, adoption, success of knowledge and the Knowledge Exchange program.
- Identify opportunities for improvements and innovations in knowledge management practices and platforms, such as leveraging automation.
- Manage the Twilio Knowledge-Centered Service (KCS) roles, responsibilities and associated programs.
- Lead initiatives to implement new features, functionalities, and processes that enhance KCS health and adoption.
- Champion the customer self-service experience and employee search experience.
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:
- Business degree, CS degree or equivalent 3+ years experience
- Hands on experience participating in or leading a KCS program
- Excellent interpersonal skills and ability to foster strong relationships
- Experience with content authoring and publishing
- Ability to proactively communicate and demonstrate strategic and long-term thinking, but with an eye on current operations
- Technical ability to use tools such as Zendesk, Looker, Salesforce, Confluence, G Suite, LucidChart, Airtable etc
Desired:
- KCS certification in v6 preferred
- Ability to take an organized and logical approach towards thinking through problems, break down complex issues into manageable parts and look beyond the obvious to get at root causes
- Experience in an operational or analytical role for a large organization
- Experience in traditional program management principles
Location
This role will be remote, and based in Colombia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.
Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected].
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected].
