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 for common customer 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.
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 triage complex issues to the Level 2 team.
What they're looking for
- Effectively respond to advanced questions from customers (external and: internal) in core area and intermediate questions across multiple areas.
- Work independently to troubleshoot/determine resolution for issues across the entirety of your team's domain.
- Coach and mentor less experienced teammates.
- Wear the Customer Shoes: Provide support to the team by being a front line support system for customer escalations, received primarily by email and phone.
