Technical Support Expert 2 - Onboarding and Compliance

Summary

Join Twilio's Onboarding and Compliance Support team as a Technical Support Expert 2 and champion the success and security of our customers. You will deliver top-tier customer service, navigate customers through compliance processes, and apply critical thinking to prevent fraudulent activity. This role requires expertise in handling high-impact support tickets, providing timely updates, and collaborating with various Twilio departments. You will work shifts between 8:00 AM and 5:00 PM Estonia time, with schedules rotating quarterly. This position offers the opportunity to contribute directly to Twilio's mission and work with a team that values innovation and collaboration. The role is remote from Estonia.

Requirements

• 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

Responsibilities

• 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
• 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

Preferred Qualifications

• 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