Technical Support Expert 2 - Onboarding and Compliance - Remote

Overview

As a Technical Support Expert 2 at Twilio, you will be integral in ensuring customer success by providing top-tier support and compliance guidance, while operating in a remote-first environment.

In Short

• Deliver exceptional customer service embodying Twilio's values.
• Guide customers through compliance processes and resolve issues.
• Apply critical thinking to identify and prevent fraudulent activity.
• Manage high-impact support tickets and ensure adherence to SLAs.
• Communicate effectively with customers about significant issues.
• Collaborate with global teams to enhance customer experience.
• Work in a dynamic environment that values innovation and problem-solving.
• Fluency in English and strong technical skills required.
• Ability to work weekends and holidays as needed.
• Proven experience in delivering live support.

Requirements

• Fluency in English.
• 3+ years of experience in enterprise operating systems.
• Experience in live support, including phone and online platforms.
• Strong customer focus and ability to communicate complex issues.
• Desire to learn and develop expertise.
• Effective handling of escalations.

Benefits

• Opportunity to work with a team that values collaboration.
• Dynamic and fast-paced work environment.
• Support for volunteering and community impact efforts.
• Remote work flexibility.
• Inclusive company culture.