Technical Support Expert 2 (Compliance)

TL;DR

Technical Support Expert 2 (Onboarding and Compliance): Delivering top-tier customer service and guiding partners through compliance and account security with an accent on fraud prevention and account protection. Focus on managing high-impact support tickets, implementing process improvements, and collaborating across departments to ensure secure communications.

Location: Remote, must be based in Colombia

Company

A global communications platform empowering businesses and developers to craft personalized customer experiences through innovative cloud solutions.

What you will do

• Manage high-impact support tickets and queues while adhering to SLAs and maintaining high CSAT scores.
• Guide customers and partners through compliance requirements and resolve complex account issues.
• Provide timely updates on significant incidents, escalated cases, and process challenges.
• Identify and implement improvements to onboarding and compliance procedures to enhance service excellence.
• Collaborate with various Twilio departments to resolve urgent customer concerns promptly.

Requirements

• Fluency in English and Spanish required.
• Must be based in Colombia.
• Experience providing both ticket-based and live support (chat, phone, Zoom).
• Technical proficiency in common enterprise operating systems.
• Experience using Knowledge Database tools for searching, custom queries, and reporting.
• Availability to work weekends and holidays as needed.

Nice to have

• 2+ years of experience in compliance, fraud, or abuse domains.
• Proficiency with industry tools such as Splunk, DataDog, or SQL.
• Basic knowledge of scripting languages (JS, PHP) and markup (HTML, XML).
• Experience creating and curating internal and external technical documentation.

Culture & Benefits

• Remote-first work environment with a strong culture of global inclusion.
• Competitive pay and generous time off.
• Comprehensive healthcare, parental, and wellness leave.
• Retirement savings program.
• Support for volunteering and community donation efforts.