Technical Support Expert 2 - Onboarding Compliance Support (OCS)

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

See yourself at Twilio

Join the team as our next Technical Support Expert 2 - Onboarding and Compliance Support

About the job

At the Onboarding and Compliance Support team, we're not just fighting against bad actors; we're champions for our customers' success. As a pivotal member of our Onboarding and Compliance Support team, you'll be the shield that guards the realms of communication, ensuring that our customers can operate in a secure and compliant environment, free from external threats.

As a TSE2-OCS you will deliver top-tier customer service, embodying Twilio's values of empathy, Human warmth, and Technical expertise in every interaction, navigate customers through compliance, provide expert advice, and resolve issues, guide customers and partners through compliance processes, offering expert advice, evaluating alternatives, and resolving account suspensions and 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.

Responsibilities

In this role, you’ll:

• Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores.
• Provide timely and concise updates on significant issues, incidents, and escalated cases, including challenges in processes, and proactively communicate with customers to offer updates and next steps.
• Continuously identify and implement improvements to processes and procedures to enhance 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.
• 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 grow 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 & Spanish.
• Solid technical skills - experience in common enterprise OSs.
• Experience providing Live support: phone support, Zoom support or similar.
• Experience with using Knowledge Database tools, industry tools to search databases, create custom queries, and generate reports - Splunk, DataDog, SQL tools.
• A demonstrated history of customer focus and empathy, including the ability to communicate complex issues to both technical and non-technical audiences.
• Eagerness to learn new things, build expertise and support others in the field.
• Experience handling escalations effectively and efficiently.

Desired:

• Proven time management skills, with the ability to work well under pressure and without constant supervision (Be an owner). Are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.
• Demonstrated ability to identify process and team improvements, and proven ability to create and curate internal and external documentation.
• Basic scripting knowledge (JS, PHP), and markup languages (HTML, XML).
• 2+ years of experience working cases in the compliance, fraud, or abuse space, with knowledge of the terminology used in these areas.
• Experience working around compliance, fraud, or abuse tooling or other rules engines and understand how to interpret reports.
• Experience with using industry tools to search databases, create custom queries, and generate reports - Splunk, DataDog, SQL tools.

Location

This role will be remote, and based in Colombia

What We Offer

Working at Twilio offers many benefits, including competitive pay, 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. 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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. 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 [email protected].