Because you belong at Twilio
The Who, What, Why and Where
Twilio is looking for a Customer Support Training Coordinator for our hardworking and dedicated Customer Support team! This role will report into the Training & Enablement manager within the Support Strategy & Enablement team. As part of the growing training team, you are a driven self-starter, you are well organized, and have strong communications and coordination skills. This position embodies the Twilio Magic to the highest level. If you find those values exciting and are ready to build something amazing that supports our team to support our customers, read on.
Twilio is looking for a specialist with a passion for customers and technology.
1+ years in a coordinator role, preferably in the training space or other HR function, performing trainer & trainee scheduling, onboarding, progress reporting, auditing and related training logistics tasks
Experience with creating reports in either Excel or Google sheets and has excellent verbal and written communication
Ability to juggle multiple priorities and tackle complex problems as they arise and have strong organizational skills and attention to detail
Commitment to getting things done in a timely manner and going above and beyond daily tasks
Can work cross functionally and across multiple levels to coordinate training & enablement with support teams
Ability to coordinate on-site and virtual training logistics and have an understanding of Learning Management Systems preferred
Proven ability to learn Training & Enablement functions in order to assist in the development and refinement of training curriculum
Ability to learn new products and technologies across the Twilio product portfolio and experience capturing feedback from stakeholders to improve scheduling and logistics experience
As a Support Training Specialist, you will:
WRITE IT DOWN: Communicate training coordination details ensuring that they have all vital information in a timely manner. Update and maintain accurate schedules for training.
DRAW THE OWL: Come up with solutions to streamline the process, create experiences to ensure top notch service for all your stakeholders.
BE AN OWNER & BE BOLD: Go above and beyond to ensure an exceptional experience for support teams, and always on the lookout for ways to evolve/improve the training experience..
NO SHENANIGANS: Take care of problems head on, and work to tackle them while keeping candidate experience at the forefront.
WEAR THE CUSTOMER'S SHOES: Be able to empathize with your primary stakeholder's (trainers and trainees) goals and challenges to improve their training & onboarding experience.
The Support Strategy & Enablement team is essential to the continued growth of Twilio's Global Support organization. We work closely with support delivery to ensure these teams are enabled to perform the daily work of an agent to service our customers.
Twilio is a company that is empowering the world's developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed, and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation, and we want you and your ideas to thrive at Twilio.
We employ diverse talent from all over the world, and we believe phenomenal work can be done anywhere. Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers' experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world's communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world's most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world's largest organizations — to reinvent how companies engage with their customers.
In accordance with applicable law, the following represents Twilio's reasonable estimate of the range of possible compensation for this role if hired in Colorado. Please note that this information is provided for those hired in Colorado only, and this role is open to candidates outside of Colorado as well.
Hourly Range: $22.34 - $27.92
Rest of Colorado:
Hourly Range: $19.54 - $24.43
An overview of Twilio's benefits offered is listed below:
Twilio is committed to delivering a comprehensive benefits program that provides support needed for you and your loved ones. It's likely that you don't think about benefits every day; however, they are an important component of your total compensation, and we want you to understand the options available to you so that you can make the most of your benefit dollars. At the time of this posting, this role is eligible to participate in the following benefits, which Twilio reserves the right to modify at any time for any reason in accordance with applicable law:
Healthcare Insurance and Leave
Flexible Spending and Health Savings Accounts
Leave programs for all of life's moments: maternity, parental/bonding, as well medical leave to care for yourself or a loved one
Short and Long Term Disability Insurance
Life and Accidental Death & Dismemberment Insurance
401(k) Retirement Savings Plan with a match
Reimbursement Programs & Stipends
$65 per month work-from-home stipend
Up to $50 per month for wellness expenses and activities
Up to $30 per month to use towards books/eBooks