Technical Support Expert 2 - Onboarding and Compliance at Twilio

📍 Job Overview

Job Title: Technical Support Expert 2 - Onboarding and Compliance
Company: Twilio
Location: Remote - Estonia
Job Type: Full-time
Category: Customer Support, Compliance, Fraud Prevention
Date Posted: 2025-07-10
Experience Level: 2-5 years
Remote Status: Remote (Estonia)

🚀 Role Summary

Key Responsibilities: Champion customer success and protect Twilio's platform by ensuring customers operate in a secure and compliant environment.
Primary Focus: Deliver top-tier customer service, navigate customers through compliance, prevent fraudulent activity, and collaborate with global teams to address urgent customer concerns.

📝 Enhancement Note: This role is pivotal in maintaining the integrity and security of Twilio's users' accounts and the platform itself, making it a critical position in the company's mission to revolutionize communication.

💻 Primary Responsibilities

Customer Service & Support: Deliver exceptional customer service, embodying Twilio's values of empathy, human warmth, and technical expertise in every interaction.
Compliance & Fraud Prevention: Guide customers and partners through compliance processes, evaluate alternatives, resolve account suspensions, and apply critical thinking to prevent fraudulent activity.
Process Improvement: Continuously identify and implement improvements to processes and procedures, enhancing customer experience and service excellence in collaboration with global teams.
Collaboration: Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs.
Time Management & Escalation Handling: Effectively manage high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while striving for high CSAT scores. Handle escalations efficiently and maintain ownership of cases.

📝 Enhancement Note: This role requires a strong ownership mentality, with the ability to thrive under pressure and work independently. Proficient time management skills and the ability to develop workflows to maintain efficiency are essential for success in this position.

🎓 Skills & Qualifications

Education: A bachelor's degree in a relevant field or equivalent experience is preferred.

Experience: At least 3 years of experience in delivering live support, including phone support, Zoom, or similar platforms. Proven experience in customer focus, empathy, and handling escalations effectively. Over 3 years of experience handling cases in compliance, fraud, or abuse domains is desired.

Required Skills:

Fluency in English
Strong technical proficiency with 3+ years of experience in common enterprise operating systems
Proven experience in delivering live support, including phone support, Zoom, or similar platforms
A demonstrated history of customer focus and empathy, with the ability to articulate complex issues to both technical and non-technical audiences
A strong desire to learn new skills, develop expertise, and support others in the field
Effective and efficient handling of escalations

Preferred Skills:

Proven time management skills and the ability to thrive under pressure
Proficient in developing workflows to maintain efficiency while adhering to standard processes and procedures
Demonstrated capability to identify process and team improvements, with a proven track record in creating and curating internal and external documentation
Over 3 years of experience handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology
Experience with compliance, fraud, or abuse tooling or rule engines, and the ability to interpret associated reports

📊 Web Portfolio & Project Requirements (N/A for this role)

📝 Enhancement Note: This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Estonia is approximately €35,000 - €45,000 per year, based on regional market data and cost of living adjustments.

Benefits:

Comprehensive health insurance
Retirement benefits with employer match
Generous time off policies, including vacation, sick time, and parental leave
Employee stock purchase plan
Professional development opportunities and tuition reimbursement
Employee assistance program and mental health resources
Remote work allowance and equipment reimbursement
Opportunities for global travel and collaboration

Working Hours: This role operates on a 24/7 support model, with shifts between 8:00 AM and 5:00 PM Estonia time, rotating quarterly between Mon-Fri, Tue-Sat, or Sun-Thurs schedules.

📝 Enhancement Note: The salary range and benefits listed above are estimates based on regional market data and may vary depending on the candidate's qualifications and experience. Twilio offers competitive compensation and benefits packages to attract and retain top talent.

🎯 Team & Company Context

🏢 Company Culture

Industry: Twilio operates in the fast-growing and innovative communication technology sector, focusing on cloud-based communication platforms and APIs.

Company Size: Twilio has over 5,000 employees worldwide, providing ample opportunities for collaboration, learning, and growth.

Founded: Twilio was founded in 2008 and has since grown into a publicly-traded company, offering a dynamic and fast-paced work environment.

Team Structure:

The Onboarding and Compliance Support team is part of Twilio's Customer Support organization, working closely with various departments, including Sales, Product, and Engineering.
The team consists of experienced professionals dedicated to ensuring customers operate in a secure and compliant environment, protecting the integrity of Twilio's platform.

Development Methodology:

Twilio follows Agile methodologies, with a focus on continuous improvement, collaboration, and customer-centric development.
The company emphasizes cross-functional collaboration, with regular stand-ups, sprint planning, and retrospectives to drive innovation and enhance customer experience.

Company Website: https://www.twilio.com/

📝 Enhancement Note: Twilio's remote-first work culture fosters global inclusion and connection, with a strong emphasis on collaboration and communication across time zones. This provides unique opportunities for personal and professional growth in a diverse and innovative environment.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an intermediate-level position within Twilio's Customer Support organization, focusing on compliance, fraud prevention, and customer success.

Reporting Structure: The Technical Support Expert 2 reports directly to the Onboarding and Compliance Support Team Lead and works closely with various Twilio departments, including Sales, Product, and Engineering.

Technical Impact: This role has a significant impact on Twilio's customers and the overall security and compliance of the platform. By ensuring customers operate in a secure environment, the Technical Support Expert 2 contributes directly to Twilio's mission to revolutionize communication.

Growth Opportunities:

Career Progression: With Twilio's emphasis on internal mobility and career growth, there are opportunities to advance to senior roles within the Customer Support organization or explore other areas of the business, such as Sales, Product, or Engineering.
Technical Skill Development: This role offers opportunities to develop expertise in compliance, fraud prevention, and customer success, with access to training and development resources to enhance professional skills.
Leadership Potential: As the Technical Support Expert 2 gains experience and demonstrates strong performance, there may be opportunities to take on leadership roles within the team, mentoring junior team members and driving process improvements.

📝 Enhancement Note: Twilio's commitment to employee growth and development, along with its remote-first work culture, provides unique opportunities for professionals to advance their careers while maintaining a healthy work-life balance.

🌐 Work Environment

Office Type: Remote work environment, with no physical office required for this role.

Office Location(s): This role is remote from Estonia, with the opportunity to work from home or any suitable location within the country.

Workspace Context:

Remote Work Allowance: Twilio provides a remote work allowance to help employees create a comfortable and productive home office environment.
Equipment Reimbursement: The company reimburses employees for necessary equipment and software expenses related to their role.
Global Collaboration: Twilio's remote-first work culture fosters global collaboration and connection, with team members working across different time zones and locations worldwide.

Work Schedule: This role operates on a 24/7 support model, with shifts between 8:00 AM and 5:00 PM Estonia time, rotating quarterly between Mon-Fri, Tue-Sat, or Sun-Thurs schedules. The role may require working weekends and holidays as needed.

📝 Enhancement Note: Twilio's flexible work arrangements and commitment to work-life balance enable employees to maintain a healthy lifestyle while pursuing their professional goals.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and cultural fit.
Technical Assessment: A hands-on assessment to evaluate problem-solving skills, customer focus, and technical proficiency in a support environment.
Behavioral Interview: A structured interview to discuss career aspirations, problem-solving approaches, and cultural fit.
Final Interview: A meeting with the hiring manager to review the candidate's qualifications and discuss the role's expectations and growth opportunities.

Portfolio Review Tips (N/A for this role):

📝 Enhancement Note: This role does not require a portfolio review as it is not a web development or server administration position.

Technical Challenge Preparation:

Customer Service Scenarios: Practice handling customer service scenarios, demonstrating empathy, active listening, and problem-solving skills.
Compliance & Fraud Prevention: Familiarize yourself with common compliance, fraud, and abuse scenarios, and develop strategies to prevent and address these issues effectively.
Time Management & Escalation Handling: Prepare for time management exercises and escalation scenarios to demonstrate your ability to handle high-impact support tickets and queues efficiently.

ATS Keywords:

Customer Service
Technical Proficiency
Compliance
Fraud Prevention
Critical Thinking
Problem Solving
Time Management
Escalation Handling
Documentation
Communication
Empathy
Collaboration
Process Improvement
Workflow Development
Account Management
Live Support

📝 Enhancement Note: Tailor your resume and application materials to highlight relevant skills and experiences, emphasizing your ability to deliver top-tier customer service, navigate customers through compliance, prevent fraudulent activity, and collaborate effectively with global teams.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

📝 Enhancement Note: This role does not require proficiency in web technologies, server platforms, or infrastructure tools as it is not a web development or server administration position.

👥 Team Culture & Values

Web Development Values (N/A for this role):

📝 Enhancement Note: This role does not focus on web development values as it is not a web development position.

Collaboration Style:

Cross-functional Integration: Twilio emphasizes cross-functional collaboration between developers, designers, and stakeholders to create innovative and customer-centric solutions.
Code Review Culture: The company fosters a code review culture, encouraging peer programming practices and knowledge sharing to drive continuous improvement.
Knowledge Sharing: Twilio encourages global collaboration and knowledge sharing, with regular team meetings, training sessions, and mentoring opportunities to enhance professional skills and foster a culture of learning.

📝 Enhancement Note: Twilio's commitment to global collaboration, knowledge sharing, and continuous learning creates a dynamic and innovative work environment that drives customer success and platform excellence.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Service Scenarios: Prepare for diverse and complex customer service scenarios, requiring empathy, active listening, and problem-solving skills.
Compliance & Fraud Prevention: Stay up-to-date with evolving compliance, fraud, and abuse trends, and develop strategies to address emerging challenges effectively.
Time Management & Escalation Handling: Manage high-impact support tickets and queues efficiently, balancing multiple priorities and working under pressure.

Learning & Development Opportunities:

Career Progression: Twilio's internal mobility and career growth opportunities enable professionals to advance their careers within the Customer Support organization or explore other areas of the business.
Training & Development: Access to training and development resources, including workshops, webinars, and online courses, to enhance professional skills and stay current with industry trends.
Mentorship & Leadership: As the Technical Support Expert 2 gains experience and demonstrates strong performance, there may be opportunities to take on leadership roles within the team, mentoring junior team members and driving process improvements.

📝 Enhancement Note: Twilio's commitment to employee growth, development, and career progression creates unique opportunities for professionals to advance their careers while maintaining a healthy work-life balance.

💡 Interview Preparation

Technical Questions:

Customer Service Scenarios: Prepare for behavioral interview questions focused on customer service, problem-solving, and communication skills.
Compliance & Fraud Prevention: Familiarize yourself with common compliance, fraud, and abuse scenarios, and develop strategies to prevent and address these issues effectively.
Time Management & Escalation Handling: Prepare for situational interview questions focused on time management, prioritization, and escalation handling in a support environment.

Company & Culture Questions:

Twilio's Mission & Values: Research Twilio's mission, values, and company culture to demonstrate your understanding of the organization and its commitment to customer success and platform excellence.
Global Collaboration: Prepare for questions about working in a remote-first, global environment, and your ability to collaborate effectively with team members across different time zones and locations.
Career Growth: Discuss your career aspirations and how this role aligns with your long-term professional goals, emphasizing your commitment to continuous learning and development.

Portfolio Presentation Strategy (N/A for this role):

📝 Enhancement Note: This role does not require a portfolio presentation strategy as it is not a web development or server administration position.

📝 Enhancement Note: Tailor your interview preparation strategy to highlight your relevant skills, experiences, and enthusiasm for Twilio's mission and values, demonstrating your ability to deliver top-tier customer service, navigate customers through compliance, prevent fraudulent activity, and collaborate effectively with global teams.

📌 Application Steps

To apply for this Technical Support Expert 2 - Onboarding and Compliance position at Twilio:

Submit your application through the application link provided in the job posting.
Customize your resume to highlight relevant skills and experiences, emphasizing your ability to deliver top-tier customer service, navigate customers through compliance, prevent fraudulent activity, and collaborate effectively with global teams.
Prepare for the interview process by researching Twilio's mission, values, and company culture, and practicing customer service scenarios, compliance and fraud prevention strategies, and time management exercises.
Demonstrate your enthusiasm and commitment to Twilio's mission and values, emphasizing your desire to grow and develop within the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with Twilio before making application decisions.

Technical Support Expert 2 - Onboarding and Compliance