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
Work on escalations, collaborating directly with our users and Customer: Support teams to solve problems and help them leverage all of Twilio’s platform functionality
Escalate critical issues to the appropriate internal channel, ensuring timely: response and testing and communicating the resolution
Report bugs to our Engineering teams, as well as helping to prioritize fixes to ensure customer satisfaction
Clearly communicate with customers and other internal teams about issues impacting their service
Effectively verify that issues have been resolved
Execute internal processes to streamline and scale support
What they're looking for
- Partner with cross-functional teams, such as Product Management, Support, and: R&D to translate customer business needs and product feedback into new solutions
- Work on reporting and knowledge base documentation
- Provide Email, Chat and Phone support to customers
- Knowledge of Excel, SQL and ZenDesk
