Overview

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we’re headquartered in San Francisco, we’re on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we’re looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the Job

Twilio is looking for a curious, detail-oriented Customer Experience (CX) intern who lives the Twilio Magic and helps deliver a world-class experience for our customers in every interaction. In this role, you’ll be exposed to a range of cross-functional workflows that support Twilio’s customers.

You will work with functions and stakeholders across the organization from Go-to-Market (Support, Sales, Customer Success) to R&D (Product, Operations, Compliance) to diagram and document each step of the customer journey. Your deliverables will drive alignment and your insights will contribute to the design of new and existing processes.

Responsibilities

In this role, you’ll:

  • Engage regularly with teams across the business to understand their functions and objectives
  • Create detailed diagrams of existing workflows, including the flow of data across systems
  • Analyze processes to identify gaps and recommendations for improving cross-functional efficiency and increasing customer satisfaction

Qualifications 

  • Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required

  • Working towards BS/MS degree in a business-related field, entering into your final year of study after completion of an internship
  • Strong customer empathy. Passionate about providing an excellent customer experience.
  • Strong organizational, planning, project management and problem resolution skills
  • Ability to quickly understand complex ideas and succinctly relay those concepts to others
  • On track to obtain a Bachelor’s degree or equivalent experience
  • Proficiency (written and spoken) in business English

Desired

  • Experience detailing user stories, creating workflow diagrams, conducting gap analysis
  • Knowledge and/or experience with collaborative diagramming tools (e.g. Notion, Figma, Miro)
  • Learning and development, information technology, or related education and experience
  • Experience in designing, developing, and delivering instructor-led training programs
  • Experience in customer service, preferably B2B

Location:

This role will be remote and can be based anywhere in the U.S.

What We Offer:

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn’t what you’re looking for, please consider other open positions.

*Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

*If you are a Colorado applicant:

  • The estimated pay range for this role, based in Colorado, is $25- $29