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 our next Technical Support Expert 2 on Twilio’s Onboarding and Compliance Support team.
About the job
This position is needed to ensure that our customers’ success is championed and protected. At the Onboarding and Compliance Support team, we don’t just combat bad actors; we act as the shield guarding the realms of communication. Your role will be pivotal in ensuring our customers operate in a secure and compliant environment, free from external threats.
Your Role:
- Deliver top-tier customer service, embodying Twilio’s values of empathy, human warmth, and technical expertise in every interaction.
- Navigate customers through compliance, providing expert advice, and resolving issues.
- Guide customers and partners through compliance processes, offering expert advice, evaluating alternatives, and resolving account suspensions.
- Apply critical thinking to identify and prevent fraudulent activity, ensuring the integrity and security of our users’ accounts and the Twilio platform.
- Twilio operates a 24⁄7 support model, so the ability to work weekends and holidays (as needed) is required. However, this role has shifts between 8:00 AM and 5:00 PM Estonia time, with schedules either Mon-Fri, Tue-Sat, or Sun-Thurs, rotating quarterly.
Responsibilities
In this role, you’ll:
- Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while striving for high CSAT scores.
- Provide timely and concise updates on significant issues, incidents, and escalated cases, proactively communicating with customers to offer updates and next steps.
- Continuously identify and implement improvements to processes and procedures, enhancing 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.
Why You’ll Excel:
- You’ll be at the heart of Twilio’s mission, directly contributing to the safety and trust our customers place in us.
- You’ll have the opportunity to work with a team that values innovation, collaboration, and proactive problem-solving.
- You’ll enhance your skills in a dynamic, fast-paced environment that challenges you to bring your best every day.
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.
- Strong technical proficiency with 3+ years of experience in common enterprise operating systems.
- Proven experience in delivering live support, including phone support, Zoom, or similar platforms.
- A demonstrated history of customer focus and empathy, with the ability to articulate complex issues to both technical and non-technical audiences.
- A strong desire to learn new skills, develop expertise, and support others in the field.
- Effective and efficient handling of escalations.
Desired:
- Proven time management skills, with the ability to thrive under pressure and work independently (ownership mentality). Proficient in developing workflows to maintain efficiency while adhering to standard processes and procedures.
- Demonstrated capability to identify process and team improvements, with a proven track record in creating and curating internal and external documentation.
- Over 3 years of experience handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology.
- Experience with compliance, fraud, or abuse tooling or rule engines, and the ability to interpret associated reports.
Location
This role will be remote from Estonia.
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.
