Technical Support Expert

About the Role:

• This position is needed for delivering award-winning support to Twilio customers, focusing on account administration and billing.
• You will partner with technical support, customer success, and billing teams to resolve complex issues.

Key Responsibilities:

• Investigate account administration, billing, pricing, and usage issues and communicate findings to customers.
• Partner with cross-functional teams to resolve problems and mentor new hires to improve troubleshooting procedures.
• Use data to recommend efficiency improvements and drive continuous improvement initiatives.

Qualifications:

• 5+ years of relevant experience with strong problem-solving and technical troubleshooting skills.
• Demonstrated experience with billing, account reconciliation, or data analysis using tools like Salesforce and Zuora.
• Excellent communication skills and ability to de-escalate challenging customer situations.