Teams at Twilio

Provides email and phone support for global phone number operations, including number porting, short codes, Sender IDs, carrier notifications, and customer escalations. Troubleshoots intermediate-to-advanced issues, maintains documentation, monitors queues and SLAs, performs root cause analysis, collaborates with technical teams on process improvements, and coaches teammates. The role also supports quality audits and team/process management during a manager’s absence.

Own carrier COGS accounting, including contract reviews, accruals, journal entries, reconciliations, month-end close, variance analysis, anomaly detection, SOX controls, audit support, and process automation. Partner with Carrier Operations and leadership to improve data integrity, explain financial drivers, and develop systematic solutions using AI and automation tools.

Provide technical support for Twilio Email infrastructure, troubleshoot complex email and network issues, collaborate with customers and engineering via Slack and JIRA, contribute to knowledge bases, and work shift-based schedules supporting EMEA customers.