You will be the first person that Twilio's UK and European customers and potential customers communicate with; we’ll count on you to interact with them in a friendly and professional way.
You will answer customers’ basic questions quickly. If they require in-depth technical support, you will collect information that our engineers need. If they have the potential to be Twilio’s next big customer, you will have the judgement to fast-track them to sales.
You’ll need to hit the ground running. You will help customers understand Twilio capabilities and pricing, and as you gain more experience, you’ll answer questions of increasing technical depth.
You’ll be part of a lean, savvy support team. Your working style will have a big impact the growth of our team.
You will help us understand customer trends, documenting and reporting what you observe to the management team to make our support process better.
You can work onsite in our office in London, UK.
You’re ready to roll up your sleeves to get stuff done, doing whatever it takes to retain and delight a customer. You’re excited about what they’re building with Twilio.
You are a tech-savvy "people" person who learns fast and thinks on your feet. You love working with real customers: listening to them and solving problems. Your mission in life is to help a customer get to their happy place.
You get technology. Our customers are developers who often speak in jargon, and you can grok what they’re saying.
You can read between the lines of a customer request, understanding the question behind the question. You can anticipate the customer’s next question before they even ask it, and provide a proactive answer.
You are a proactive and thoughtful communicator, both over the phone and email.
You can work independently, and are not afraid to work without a safety net.
You have excellent judgement and can prioritize customer issues based on their urgency and severity.
You’ve admired the Nordstrom, Apple, Zappos, etc service ethos.
Your primary work schedule will based on UK business hours, or 0.900 to 18.00 BST. You may later be asked to work different shifts, including late nights, weekends, etc.
You hold a bachelors degree from a 3 year college or equivalent and experience delivering excellent and well-informed customer support.
Nice to have:
Basic technical/programming experience. You will be talking to developers constantly.
Entrepreneurial and leadership experience of some variety, such as starting a business, leading a team or club.
You’ve won awards for being awesome in some way at other jobs or during school.
How to apply: Here’s some stuff you can include in your cover letter to move your resume to the top of the pile:
Discuss where you worked on a similar product/solution before and drove results.
Want to really stand out? Sign up and build an app using the Twilio API. Include a link to it in your cover letter. Bonus points for finding bugs or things that annoyed you that could be improved in the platform or on our website.