Technical Support Expert 3

About the role

Twilio is seeking a skilled professional to provide exceptional customer support for account administration and billing inquiries. This role is crucial for maintaining customer satisfaction and resolving complex issues related to our communication platforms. You will collaborate with various internal teams and directly engage with customers to ensure a positive experience.

Key facts

What you'll do

• Investigate and explain customer inquiries concerning account setup, billing, pricing, and usage.
• Work with Customer Success, Sales, Engineering, and Product teams to resolve intricate problems.
• Manage customer communications and ticket resolution during billing-related incidents.
• Assess situations and process credits or refunds according to company policy.
• Troubleshoot technical aspects of billing and account administration issues.
• Guide and train other Technical Support Experts on troubleshooting and customer interaction techniques.
• Provide real-time assistance to team members with escalations and technical questions.
• Share customer feedback with the Supportability Engineering team to improve product quality.
• Act as a point of contact for senior leadership escalations when needed.
• Contribute to the creation and maintenance of support documentation, including FAQs and knowledge base articles.
• Analyze data to suggest improvements for customer support efficiency.
• Lead initiatives aimed at enhancing the customer experience, including tooling and training.

Requirements

• A minimum of 5 years of relevant professional experience.
• Proven ability to succeed in fast-paced environments and deliver results.
• Demonstrated understanding of accounting principles, billing processes, account reconciliation, or data analysis.
• Experience with financial management software such as Salesforce or Zuora.
• Strong aptitude for problem-solving and technical troubleshooting, with experience using Jira.
• Keen attention to detail and the capacity to quickly learn new products and technologies.
• Excellent communication skills, encompassing reading comprehension, listening, writing, and verbal expression.
• Ability to address customer concerns professionally and diplomatically.
• Skill in creating, verifying, and processing technical documentation.
• Capability to de-escalate challenging customer situations effectively.

Nice to have

• Proficiency with Excel, SQL, database queries, and Zendesk.
• Familiarity with tools like Airtable, Trello, or Asana.
• Working knowledge of Jira, with a preference for Jira administration experience.
• Experience contributing to self-help resources and content creation.

Skills & tools

• Salesforce
• Zuora
• Jira
• Excel
• SQL
• Zendesk
• Airtable
• Trello
• Asana

Practical notes

Occasional travel may be required for project or team meetings. Twilio offers competitive compensation, generous time off, parental and wellness leave, healthcare, and retirement savings programs, with specifics varying by location.

About the company

Twilio Inc. is a cloud communications business headquartered in San Francisco, California. The organization creates programmable tools that allow applications to handle voice calls and text messages. Developers use these web service application programming interfaces to build customized contact methods directly into software. Through these digital connections, systems can send outgoing SMS alerts, receive incoming texts, place phone calls, and accept incoming voice communications. Cloud infrastructure replaces traditional telecommunication hardware with internet-based services. Businesses depend on these digital networks to interact with clients, send account notifications, and manage service operations. Software applications require flexible tools to handle these interactions across different regions. Developers build workflows that automate routine outreach and streamline live phone conversations. As corporate communication shifts online, web-based tools help bridge the gap between software platforms and standard telephone networks. Teams working in this space focus on creating stable software connections, supporting developer communities, and keeping message flows active. Joining an American tech firm in this sector means contributing to software that connects people through everyday phone and text technology. Employees help maintain the underlying digital framework that allows modern software programs to transmit audio calls and text data efficiently across the internet. Company roles center on building digital communication options that help businesses stay connected with their audience through simple internet interfaces.