Support Operations Specialist - Short Codes (East Coast) Twilio Inc.
Twilio is providing a platform for building modern, communications-enabled applications that are cloud-based, scalable, and focused on great user experience.
More than 200,000 developers have signed up to be a part of this disruption, building everything from call centers (Zendesk) to SMS notifications (Uber).
Twilio customers include great brands like airbnb, eBay, Hulu, Intuit, LinkedIn, Quora, Sony, SurveyMonkey, Trulia and WalmartLabs.
Twilio is energizing the $1.3 trillion telecom market. Come help us change communications forever.
About the job:
We?re expanding our Short Code Operations team to meet a growing demand for short codes--the five or six digit numbers used for large-volume SMS messaging. The telecom carrier approval process for short codes is complicated, and we make the experience as seamless and painless as possible for our customers.
While the ideal candidate will be based on the East Coast, West Coast candidates able to work 6AM-3PM are also encouraged to apply.
You will be the first person that Twilio?s customers and potential customers communicate with; we?ll count on you to interact with them in a friendly and professional way.
You will work behind the scenes with other telecom carriers to process short code applications, ensuring that every customer's application is processed quickly and approved by carriers as soon as possible.
You will advise customers about how to make their short code applications compliant with carrier requirements, and ensure a steady stream communication to update customers regularly on their short code?s approval status. You will also inform customers of carrier requests for changes or additional information.
You will work closely with Product Managers to ensure products function in an efficient and scalable way.
You will work with the Sales team to quickly and accurately answer customers' questions about the short code process. If customers require in-depth technical support, you will work with the rest of our Support staff to satisfy the customer.
You will help us understand customer trends, documenting and reporting what you observe to the management team to continuously improve our short code process.
You will become an expert in the short code approval process as well as carrier compliance guidelines, troubleshooting rejections or delays with other telecom carriers and building up good working relationships even while disputing specific cases.
As you gain more experience, you will have opportunities to increase your responsibilities.
You're a tech-savvy ?people? person who learns fast and thinks on your feet. You love working with customers, listening to them and solving problems.
You have a head for numbers and data.
You're patient and process-oriented to the extreme. You?ll be multi-tasking and focusing on multiple projects simultaneously.
You hit the ground running. You quickly learn and master every aspect of complicated systems. You pick up the jargon immediately, but know how to make other people who don't grok the concept feel confident and educated.
You're interested in understanding telephony. Telephony is complicated; we make it easy for our customers.
You have experience working on high-end products and services and know how to reduce the stress of customers regarding their high-dollar, business-critical investments.
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 our customers are building with Twilio.
You're a wizard with spreadsheets, data management and PDFs. You're not satisfied until every "i" is dotted and every ?t? is crossed.
You thrive in cutting through red tape, quickly learning the rules of bureaucratic systems and how to optimize internal processes to be as flexible as possible.
You have a Bachelor's degree or equivalent.
You have working knowledge of CRM or help desk ticketing systems like Salesforce or Zendesk.
You have experience in the wireless, mobile marketing or tech industries.
Competitive benefits, including medical, dental, vision, 401k and life insurance.
An Amazon Kindle, $30/month to spend on books and a Twilio track jacket after demoing your first Twilio app in front of the company!
Pre-tax commuter benefits.
Catered lunches and a weekly team dinner featuring invited technology and entrepreneurial speakers.
Excellent gear (we ? Apple computers and big monitors ? two if you need 'em).
A strong belief in work/life balance.
How to apply:
Want to stand out? Sign up and build an app using the Twilio API. Include a link to it in your cover letter.
Bonus points for pointing out bugs or things that annoyed you/could be better about the platform.
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