Resolve basic and escalated customer requests via phone/email/chat/other channels.
Explain concepts with empathy and urgency to customers.
Use Twilio AI tools and macros to assist conversations.
Prioritize queue to meet SLA targets per channel.
Document interactions and contribute to knowledge articles.
Follow tagging and ticket guidelines; escalate to senior resources as needed.

🎯 Requirements

3+ years of experience
Account reconciliation or data analysis with troubleshooting
English fluency (verbal, comprehension, writing)
On-call rotation weekends and holidays
Basic escalation and case management
Bachelor's degree or equivalent is desirable

🎁 Benefits

Competitive pay and benefits
Generous PTO and parental leave
Healthcare and retirement savings plans
Remote-friendly with global collaboration
Location-specific offerings vary

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