Personalized Support Expert 2 - Remote

Overview

The Personalized Support Expert (PSE) is a member of the Global Personalized support team supporting our top tier customers. They are responsible for handling a variety of Twilio products while also working and collaborating with the Technical Account Managers (TAMs).

In Short

• Use strong technical and diplomatic skills to address customer issues.
• Work with customers' developers and support personnel to resolve problems.
• Collaborate with teammates and Twilio's Product and Engineering teams.
• Assist customers when they need us, potentially requiring irregular shifts.
• Support customers with service level agreements (SLAs) of 3 hours or less.
• Prioritize tasks effectively and evaluate situational urgency.
• Develop workflows to increase troubleshooting efficiency.
• Demonstrate dedication to the customer experience.
• Interact and collaborate with other departments to find solutions.
• Encourage diverse experiences and non-traditional career paths.

Requirements

• Fluent in English (oral and written).
• 3+ years’ experience in a client-facing technical role.
• Experience working with top tier customers.
• Proficiency in using a ticket system like Zendesk.
• Advanced time management skills.
• Ability to stand in the customer’s shoes.
• Enthusiasm for collaborating with other departments.
• Previous exposure to Twilio products is a plus.
• Experience with JIRA and other project tools is desirable.
• Skilled in troubleshooting network connectivity issues.

Benefits

• Competitive pay.
• Generous time-off policies.
• Ample parental and wellness leave.
• Healthcare benefits.
• Retirement savings program.
• Support for volunteering and donation efforts.