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 product support for a wide range of customer inquiries received via: telephone, email, social media and chat.
Assess the nature of product or service issues and resolve a variety of complex support problems.
Log customer interactions and tag/categorize issues accordingly.
Resolve a monthly volume of tickets consistent
Be the point of escalation for middle complex issues within support, and: escalate to Product and Engineering teams as necessary.
Identify ways to improve existing processes and procedures.
What they're looking for
- Mentor newer members of the Customer Support team with customer issues.
- Contribute content to knowledge base to support team and customer enablement
- Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed
- Other duties as required
