Technical Support Expert-Customer interfaces

See yourself at Twilio

Join the team as our next Technical Support Expert - Customer Interfaces 

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to join the Customer Interface team in order to support our customers’ use of our Console platform, and help customers manage their Twilio products, services, and accounts. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s customer interfaces. 

Responsibilities

In this role, you’ll:

• Help our customers to use our Console interface and help them with questions related to their account configurations, billing issues, ensuring that they are able to understand and get the most out of their Twilio experience

• Prioritize customer interactions to expedite urgent customer needs 

• Using your strong diplomatic skills to address customer issues and provide feedback

• EMPOWER OTHERS: Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as file JIRAs to report reproducible defects

• Spend time reviewing internal knowledge bases to stay up on industry shifts and standards

• Work to surface and document customer pain points to assist in process improvement

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

• 2+ years experience communicating complex technical issues to both technical and non-technical audiences via phone or email mediums

• High competency with communicating internally and externally, and excellent reading comprehension, listening, speaking, and writing skills in English 

• An excitement for opportunities to problem-solve and troubleshoot 

• Experience utilizing customer feedback to identify and drive improvements in our customer interfaces

• Demonstrated desire to understand customer trends, report those trends to continue to improve our support process, and be able to put yourself in the customer's shoes.

• Proven advanced time management skills, ability to remain calm during higher workloads, work well under pressure, and are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures

Desired:

• Experience and interest in working cross-functionally with Engineering, Product Management, and Sales, and sometimes with similar cross-functional teams from partner organizations

Location 

This role will be based in our office. 

This role will be .

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.