See yourself at TwilioJoin the team as our next Technical Support Expert - BillingWho we are & why we're hiringTwilio 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 jobThis 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. ResponsibilitiesIn this role, you'll:Respond to customer inquiries related to billing reconciliation and account auditsInvestigate billing, pricing and usage issues and communicate findings to customersPartner with Customer Success, Sales, Engineering and Product teams to resolve complex problems with potentially costly and far-reaching consequencesUnderstand the technical application of the Twilio suite of products and servicesCollect, document and collate feedback for continuous improvementOwn customer communication during billing related issues/incidentsApply credits and refunds as designated within policyTroubleshoot complex issues including technical components to ensure proper functionalityMentors TSEs and new hires to improve troubleshooting and customer handlingDelivers training on specific topics to help the development of peersQualifications 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 experienceExperience with account reconciliation or data analysisStrong interpersonal communication skillsDemonstrated experience with general accounting principlesExperience with Salesforce, Zuora or other financial management softwareExperience working successfully in fast-paced environments with a proven track record of delivering resultsDemonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needsDesired:Proficiency with Excel, SQL, database queries, ZenDeskSpecify education, previous job experience, certifications, technical skills and soft skills required. LocationThis role will be remote, and based in Colombia, LATAM.TravelWe 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 OfferThere 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 buildpositive 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 .
