The opportunity
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.
What you'll do
Review RCS applications and assess use cases to ensure they meet North: American and international carrier regulations and prevent fraud.
Monitor regulatory changes and provide proactive guidance, assisting teams: and customers with onboarding and compliance best practices.
Handle escalations, working cross-functionally across teams to resolve issues efficiently.
Perform quality assurance (QA) checks on AI-generated and agent-reviewed: decisions to ensure accuracy and compliance.
Maintain and update documentation, ensuring accuracy and alignment with industry standards.
Wear the Customer’s Shoes: Offer white glove service to provide a seamless onboarding experience for customers, delivering high-quality support via Zendesk, ServiceNow, and Slack.
What they're looking for
- Draw the Owl: Identify inefficiencies, propose solutions, and enhance workflows and compliance processes.
- Ruthlessly Prioritize: Manage high-volume inquiries, balance multiple priorities, and ensure SLAs are consistently met.
- Be an Owner: Take full responsibility for troubleshooting, compliance enforcement, and operational improvements
- Availability to work Monday-Friday, 8:00 AM: 5:00 PM CT or 9:00 AM – 6:00 PM CT.
