Remote Technical Support Expert – Accounts & Billing

SendGrid; Colombia; Presencial; COP 145.829.282 - 226.845.550; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Generous time off

Parental leave

Healthcare

Descripción de la vacante

Twilio is hiring a Technical Support Expert - Accounts & Billing for a remote role based in Colombia. You will collaborate with Customer Success, Sales, Engineering, and Product to resolve complex billing issues and communicate effectively with customers.

The ideal candidate has 5+ years in billing, strong data analysis, and experience with Salesforce/Zuora. You’ll help manage escalations, apply credits, and contribute to knowledge assets for faster resolutions.

Formación

• 5+ years of relevant experience in billing and account administration.
• Experience with billing platforms and financial data analysis.
• Strong communication and documentation skills.

Responsabilidades

• Investigate and resolve account administration and billing issues.
• Collaborate with Success, Sales, Engineering, and Product to resolve complex problems.
• Own customer communications during account and billing incidents.
• Apply credits or refunds per policy when appropriate.
• Mentor teammates to improve troubleshooting and support processes.
• Create and maintain technical content and FAQs.

Conocimientos

Billing analysis

Account reconciliation

Data analysis

Customer communication

Problem solving

JIRA

Herramientas

Salesforce

Zuora

Excel

ZenDesk

SQL

Descripción del empleo

Twilio is hiring a Technical Support Expert - Accounts & Billing for a remote role based in Colombia. You will collaborate with Customer Success, Sales, Engineering, and Product to resolve complex billing issues and communicate effectively with customers.

The ideal candidate has 5+ years in billing, strong data analysis, and experience with Salesforce/Zuora. You’ll help manage escalations, apply credits, and contribute to knowledge assets for faster resolutions.