Technical Support Expert 2 - Onboarding and Compliance
See yourself at Twilio
Join the team as our next Technical Support Expert 2 on Twilio’s Onboarding and Compliance Support team.
About the job
This position is needed to ensure that our customers' success is championed and protected. At the Onboarding and Compliance Support team, we don't just combat bad actors; we act as the shield guarding the realms of communication. Your role will be pivotal in ensuring our customers operate in a secure and compliant environment, free from external threats. Your Role:
Deliver top-tier customer service, embodying Twilio's values of empathy, human warmth, and technical expertise in every interaction.
Navigate customers through compliance, providing expert advice, and resolving issues.
Guide customers and partners through compliance processes, offering expert advice, evaluating alternatives, and resolving account suspensions.
Apply critical thinking to identify and prevent fraudulent activity, ensuring the integrity and security of our users' accounts and the Twilio platform.
Twilio operates a 24/7 support model, so the ability to work weekends and holidays (as needed) is required. However, this role has shifts between 8:00 AM and 5:00 PM Estonia time, with schedules either Mon-Fri, Tue-Sat, or Sun-Thurs, rotating quarterly.
Responsibilities
In this role, you’ll:
Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while striving for high CSAT scores.
Provide timely and concise updates on significant issues, incidents, and escalated cases, proactively communicating with customers to offer updates and next steps.
Continuously identify and implement improvements to processes and procedures, enhancing customer experience and service excellence in collaboration with global Onboarding and Compliance teams.
Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs.
Why You'll Excel:
You'll be at the heart of Twilio's mission, directly contributing to the safety and trust our customers place in us.
You'll have the opportunity to work with a team that values innovation, collaboration, and proactive problem-solving.
You'll enhance your skills in a dynamic, fast-paced environment that challenges you to bring your best every day.
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:
Fluency in English.
Strong technical proficiency with 3+ years of experience in common enterprise operating systems.
Proven experience in delivering live support, including phone support, Zoom, or similar platforms.
A demonstrated history of customer focus and empathy, with the ability to articulate complex issues to both technical and non-technical audiences.
A strong desire to learn new skills, develop expertise, and support others in the field.
Effective and efficient handling of escalations.
Desired:
Proven time management skills, with the ability to thrive under pressure and work independently (ownership mentality). Proficient in developing workflows to maintain efficiency while adhering to standard processes and procedures.
Demonstrated capability to identify process and team improvements, with a proven track record in creating and curating internal and external documentation.
Over 3 years of experience handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology.
Experience with compliance, fraud, or abuse tooling or rule engines, and the ability to interpret associated reports.
Location
This role will be remote from Estonia.
About the job
Apply for this position
Technical Support Expert 2 - Onboarding and Compliance
See yourself at Twilio
Join the team as our next Technical Support Expert 2 on Twilio’s Onboarding and Compliance Support team.
About the job
This position is needed to ensure that our customers' success is championed and protected. At the Onboarding and Compliance Support team, we don't just combat bad actors; we act as the shield guarding the realms of communication. Your role will be pivotal in ensuring our customers operate in a secure and compliant environment, free from external threats. Your Role:
Deliver top-tier customer service, embodying Twilio's values of empathy, human warmth, and technical expertise in every interaction.
Navigate customers through compliance, providing expert advice, and resolving issues.
Guide customers and partners through compliance processes, offering expert advice, evaluating alternatives, and resolving account suspensions.
Apply critical thinking to identify and prevent fraudulent activity, ensuring the integrity and security of our users' accounts and the Twilio platform.
Twilio operates a 24/7 support model, so the ability to work weekends and holidays (as needed) is required. However, this role has shifts between 8:00 AM and 5:00 PM Estonia time, with schedules either Mon-Fri, Tue-Sat, or Sun-Thurs, rotating quarterly.
Responsibilities
In this role, you’ll:
Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while striving for high CSAT scores.
Provide timely and concise updates on significant issues, incidents, and escalated cases, proactively communicating with customers to offer updates and next steps.
Continuously identify and implement improvements to processes and procedures, enhancing customer experience and service excellence in collaboration with global Onboarding and Compliance teams.
Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs.
Why You'll Excel:
You'll be at the heart of Twilio's mission, directly contributing to the safety and trust our customers place in us.
You'll have the opportunity to work with a team that values innovation, collaboration, and proactive problem-solving.
You'll enhance your skills in a dynamic, fast-paced environment that challenges you to bring your best every day.
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:
Fluency in English.
Strong technical proficiency with 3+ years of experience in common enterprise operating systems.
Proven experience in delivering live support, including phone support, Zoom, or similar platforms.
A demonstrated history of customer focus and empathy, with the ability to articulate complex issues to both technical and non-technical audiences.
A strong desire to learn new skills, develop expertise, and support others in the field.
Effective and efficient handling of escalations.
Desired:
Proven time management skills, with the ability to thrive under pressure and work independently (ownership mentality). Proficient in developing workflows to maintain efficiency while adhering to standard processes and procedures.
Demonstrated capability to identify process and team improvements, with a proven track record in creating and curating internal and external documentation.
Over 3 years of experience handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology.
Experience with compliance, fraud, or abuse tooling or rule engines, and the ability to interpret associated reports.
Location
This role will be remote from Estonia.