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
Serve as a dedicated point of contact for ISVs as they routinely port phone: numbers to Twilio and manage one-time porting projects for direct customers.
Provide support for common customer inquiries received by email to ensure: they have an excellent experience with Twilio.
Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
Learn and develop new processes across a variety of subject areas and ensure: our operations are running smoothly.
Respond to and action incoming carrier partner notifications.
Quickly and confidently triage complex issues to team leads, managers,: engineering, or product teams and know which is appropriate in each case.
What they're looking for
- Effectively respond to moderately complex questions from customers (external: and internal) in core areas and basic questions across multiple areas.
- Work independently to troubleshoot/determine resolution for issues across: multiple areas in your team's domain.
- You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes.
- You’re empathetic and customer centric to the core, with experience in customer service.