Remote - Colombia
Remote
Mid Level
Full Time
6 days ago
remotebilingualcustomer supportcompliancefraud prevention
Requirements
- •Fluency in English and Spanish
- •Solid technical skills: experience in common enterprise OSs
- •Experience providing ticket support
- •Experience providing live support: chat, phone, Zoom or similar
- •Experience using Knowledge Database tools to search databases, create custom queries, and generate reports
- •Demonstrated history of customer focus and empathy
- •Ability to communicate complex issues to both technical and non-technical audiences
- •Eagerness to learn new things, build expertise and support others
- •Experience handling escalations effectively and efficiently
- •Willingness to work weekends and holidays as needed with advance notice
What You'll Do
- •Deliver top-tier customer service embodying empathy, warmth, and technical expertise
- •Guide customers and partners through compliance
- •Resolve account issues
- •Support phone number requests
- •Provide expert advice
- •Use critical thinking to prevent fraud and ensure account security
- •Take ownership of high-impact support tickets and queues
- •Ensure efficient management and adherence to Support SLAs
- •Aim for high CSAT scores
- •Provide timely and concise updates on significant issues, incidents, and escalated cases
- •Proactively communicate with customers to offer updates and next steps
- •Identify and implement improvements to processes and procedures
- •Collaborate with global Onboarding and Compliance teams
- •Serve as a key communicator and collaborator across various departments to address urgent customer concerns promptly and deliver effective solutions
Nice to Have
- •Proven time management skills and ability to work well under pressure and without constant supervision
- •Proficient at developing workflows to remain efficient while following standard processes
- •Demonstrated ability to identify process and team improvements
- •Proven ability to create and curate internal and external documentation
- •Basic scripting knowledge (JS, PHP) and markup languages (HTML, XML)
- •2+ years experience working cases in compliance, fraud, or abuse space with knowledge of terminology
- •Experience working around compliance, fraud, or abuse tooling or other rules engines and interpreting reports
- •Experience with industry tools like Splunk, DataDog, SQL tools to search databases, create custom queries, and generate reports
Benefits
- •Competitive pay
- •Generous time off
- •Ample parental and wellness leave
- •Healthcare
- •Retirement savings program
About Twilio
Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API.
San Francisco, CA, US
5000 - 10000
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