See yourself at Twilio

Join the team as our next Technical Support Expert - Billing

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

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, 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:

• Respond to customer inquiries related to billing reconciliation and account audits
• Investigate billing, pricing and usage issues and communicate findings to customers
• Partner with Customer Success, 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 billing related issues/incidents
• Apply credits and refunds as designated within policy
• Troubleshoot complex issues including technical components to ensure proper functionality
• Mentors TSEs and new hires to improve troubleshooting and customer handling
• Delivers training on specific topics to help the development of peers

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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, LATAM.

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

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.