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.

See yourself at Twilio

Join the team as Twilio’s next  Technical Support Expert - Account & Billing.

About the job

This position is needed for delivering award-winning support to Twilio customers - this position is critical to supporting our customers. This role will be partnering with various technical support experts, customer success and billing teams at Twilio, and will be customer facing. The ideal candidate is a strong communicator, enjoys diving deep into the details, using data and reporting, and has a sharp attention to detail. 

Responsibilities

In this role, you’ll need to understand the technical application of the Twilio suite of products and services so you can:

• Respond to customer inquiries related to billing reconciliation, account audits, Twilio systems, products and processes.
• Investigate billing, pricing and usage issues and communicate findings to customers
• Triage and re-direct inquiries to specialty teams for additional support and answers.
• Partner with Sales, Engineering and Product teams to resolve complex problems with potentially costly and far-reaching consequences
• Understand the technical application of the Twilio suite of products and services
• Collect, document and collate feedback for continuous improvement 
• Own customer communication during account and billing related issues/incidents
• Support the internal & external customers through all the different channels available (tickets, chat, phone calls)
• Apply credits and refunds as designated within policy 
• Troubleshoot complex issues including technical components to ensure proper functionality 
• Mentor TSEs and new hires to improve troubleshooting and customer handling
• Deliver training on specific topics to help the development of peers

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:

• 3 +  years of relevant experience
• Experience with account reconciliation or data analysis 
• Strong interpersonal communication skills 
• Demonstrated experience with general accounting principles
• Experience with Salesforce, Zuora or other financial management software 
• Experience working successfully in fast-paced environments with a proven track record of delivering results
• Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs

Desired:

• Proficiency with Excel, SQL, database queries, ZenDesk
• Specify education, previous job experience, certifications, technical skills and soft skills required 

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.