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
Provide support to Twilio customers inquiries received by email to ensure: customers have an excellent experience with Twilio.
Assess the nature of product or service issues and resolve: basic-to-intermediate level problems.Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas.
Log customer interactions and tag/categorize issues accordingly, Learn 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 manage complex issues in a timely manner for: customers and internal teams with transparency with all the respect.
Willingness to work flexibly in rotational schedules.
What they're looking for
- You have 4-6 years of experience working with global customers in the: operations in the customers facing teams, preferably within an eCommerce or Telecommunications organization.
- You have basic technical skills including basic SQL and an understanding of APIs and data analytics.
- You’re empathetic and love working with customers and carriers to solve their: problems and questions, backed with data.
- You are detail-oriented with great organizational skills and comfortable with ambiguity.