Who we are 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
Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
See yourself at Twilio Join the team as Twilio’s next Technical Support Expert 2 - Onboarding and Compliance Support About the job This position is needed to Deliver top-tier customer service by embodying Twilio’s values of empathy, warmth, and technical expertise. Guide customers and partners through compliance, resolve account issues, support phone numbers requests and provide expert advice. Use critical thinking to prevent fraud and ensure account security. As a key member of the Onboarding and Compliance Support team, you’ll champion customer success and protect communication environments, ensuring secure, compliant operations free from external threats
Responsibilities In this role, you’ll: Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores
Provide timely and concise updates on significant issues, incidents, and escalated cases, including challenges in processes, and proactively communicate with customers to offer updates and next steps
Continuously identify and implement improvements to processes and procedures to enhance customer experience and service excellence in collaboration with global Onboarding and Compliance teams
Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs
Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: Fluency in English & Spanish
Solid technical skills: experience in common enterprise OSs
Experience providing ticket support
Experience providing live support: chat support, phone support, Zoom support or similar
Experience with using Knowledge Database tools to search databases, create custom queries, and generate reports
A demonstrated history of customer focus and empathy, including the ability to communicate complex issues to both technical and non-technical audiences
Eagerness to learn new things, build expertise and support others in the field
Experience handling escalations effectively and efficiently
To work weekends and holidays as needed. Advance notice will always be provided before any such scheduling
Desired: Proven time management skills, with the ability to work well under pressure and without constant supervision (Be an owner). Are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures
Demonstrated ability to identify process and team improvements, and proven ability to create and curate internal and external documentation
Basic scripting knowledge (JS, PHP), and markup languages (HTML, XML)
2+ years of experience working cases in the compliance, fraud, or abuse space, with knowledge of the terminology used in these areas
Experience working around compliance, fraud, or abuse tooling or other rules engines and understand how to interpret reports
Experience with using industry tools to search databases, create custom queries, and generate reports - Splunk, DataDog, SQL tools
Location This role will be remote, and based in Colombia
Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings
What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location
Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions
Twilio is proud to be an equal opportunity employer
We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law