At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work and a strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next Program Specialist 3. About the job This position supports our Knowledge Exchange program and the teams within it. It offers the opportunity to contribute to initiatives, partner cross-functionally across the organization, and improve employee and customer experiences while maximizing AI adoption. As a Knowledge Specialist, you will support the Knowledge Exchange program, which connects Twilio employees and customers with solutions through channels like self-service, AI assistants, copilots, and assisted support. You will help integrate best practices and processes into problem-solving interactions, contributing to the success of our KCS implementation and enhancing the knowledge management experience. Responsibilities Collaborate with internal teams, stakeholders, and partners. Promote knowledge sharing across Global Operations, including Onboarding & Compliance, Customer Support Operations, and Global Customer Services. Manage knowledge bases, including feedback, curation, and content editing for quality. Analyze data to prioritize knowledge creation and improve the Help Center self-service experience. Enforce KCS content standards, publishing, and maintenance processes. Create and report on metrics to measure knowledge and program success. Identify opportunities for improvements and innovations, such as automation. Manage KCS roles and responsibilities. Lead initiatives to implement new features and processes to enhance KCS health and adoption. Champion the self-service experience for customers and employees. Qualifications We value diverse experiences and encourage all qualified candidates to apply. If your career is just starting or non-traditional, consider joining us! Business, CS degree, or equivalent 3+ years experience Experience leading or participating in a KCS program Strong interpersonal skills and relationship-building ability Content authoring and publishing experience Strategic thinking with operational focus Proficiency with tools like Zendesk, Looker, Salesforce, Confluence, G Suite, LucidChart, Airtable, etc. KCS v6 certification preferred Organized, logical problem-solving skills, ability to analyze root causes Operational or analytical experience in a large organization Knowledge of program management principles Location This role is remote and based in Colombia. Travel Occasional travel may be required for in-person meetings or projects. What We Offer Competitive pay, generous time off, parental and wellness leave, healthcare, retirement plans, and more, varying by location. Our Values We solve problems, take initiative, try new things, and embody our Twilio Magic. We also support community engagement through volunteering and donations. If you're ready to unleash your potential and do your best work, apply now! If not, explore other opportunities with us. Equal Opportunity Statement Twilio is an equal opportunity employer, committed to diversity and inclusion. We consider qualified applicants regardless of background and provide accommodations for disabilities. For assistance, contact [email protected]. #J-18808-Ljbffr