About the role
At Twilio, the Customer Support team is focused on assisting users of their Email platform, providing technical help through various communication channels. The role involves diagnosing complex issues, logging interactions, and escalating problems when necessary, all while maintaining high customer satisfaction. Support agents are expected to contribute to process improvements and share knowledge to enhance team performance.
The ideal candidate has over three years of experience in technical or customer support, especially within SaaS or email-related services. Strong communication skills, problem-solving abilities, and a customer-centric attitude are essential. The role requires working hours aligned with Ireland time, with occasional travel for team or client meetings, and offers the flexibility of remote work from Ireland.
This position is a freelance contract, allowing the support engineer to work remotely from Ireland. The role emphasizes a proactive, empathetic approach to customer service, with a focus on meeting support SLAs and CSAT goals. Knowledge of HTML, SQL, APIs, and financial software is a plus, and the candidate should be motivated, detail-oriented, and capable of managing multiple priorities effectively.