Original listing text, shown exactly as published by the company.
Responsibilities
In this role, you’ll
- Escalations, working directly with our users and Customer Success teams to solve problems and help them leverage all of Twilio’s platform functionality
- Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
- Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
- Clearly communicate with customers and other internal teams about issues impacting their service
- Effectively verify that issues have been resolved
- Execute internal processes to streamline and scale support
- Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions
- Reporting and knowledge base documentation expertise
- Provide Email, Chat and Phone support to customers
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 Japanese and English
- Past billing experience, including analyzing the invoices
- Knowledge of Excel, SQL and ZenDesk
- Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own
- Ability to help, train and mentor team-members, and advise on improvements for our Billing platform
- Ability to make sound decisions quickly and efficiently
- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
- Respond to customer inquiries related to billing reconciliation and account audits
- Investigate billing, pricing and usage issues and communicate the findings to our customers
- Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions
- Past experience in Zuora or any other financial management software
Desired
- Previous exposure or knowledge of Twilio products.
- Coding experience in any language. (reading and debugging)
- Previous experience with JIRA or a similar ticketing system.
Location
This role will be remotely based in Japan
Travel
We 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.
