Technical Support Expert - Accounts & Billing

About the job

This position is needed for delivering award-winning support to Twilio customers, making this role critical to supporting our customer base. This role will partner with various technical support, customer success, account administration, and billing teams at Twilio, and it will be customer-facing. The ideal candidate is a strong communicator, enjoys diving deep into details, excels at using data and reporting, and has a sharp attention to detail. This position will support our Global Account Administration and Billing Support team by helping resolve customer escalations and addressing complex technical issues related to our billing platform, which includes both Twilio and SendGrid. In addition, the TSE3 identifies emerging customer issues, manages break/fix escalations, and resolves TSE pain points.

Responsibilities

• Investigate account administration, billing, pricing, and usage issues, and communicate findings to customers
• Partner with Customer Success, Sales, Engineering, and Product teams to resolve complex problems with potentially costly and far-reaching consequences
• Own customer communication and ticket handling during account administration and billing-related incidents
• Evaluate various circumstances and apply credits or refunds as designated within policy.
• Troubleshoot complex issues, including technical components, to ensure proper functionality
• Mentor TSEs and new hires to improve troubleshooting and customer-handling procedures
• Deliver training on specific topics to help the development of peers
• Assist team members with escalations and technical questions in real time through the appropriate channels (e.g., Slack, Zendesk, Jira)
• Partner with Supportability Engineering (SE) on technical issues and advocate by sharing Voice of the Customer (VOC) feedback on product quality, emerging trends, escalations, and more
• Act as a point of contact for senior leadership escalation support when necessary
• Support the team with technical content creation and the management of appropriate FAQs, KCSs, macros, wiki pages, Jira tickets, etc.
• Use data to recommend efficiency improvements to the Global Specialization Leader (GSL) to deliver excellent customer support
• Actively lead and drive continuous improvement initiatives to elevate the customer experience; this may include support tooling and TSE training