Billing Operations Analyst 1

About the Position

We are looking for a Billing Operations Analyst to join our team at Twilio, a leading communications platform based in Mexico City, Mexico. This role is fully remote and offers an exciting opportunity to work in a dynamic, remote-first environment.

Responsibilities

• Maintain Revenue Team external customer email, responding to customer and other external queries in a timely manner and onboard customers to Twilio’s internal billing system and Financial ERP system.
• Gather and format large raw data sets to assist with customer billing reporting and queries.
• Participate in month-end close, including managing and tracking recurring billing, managing approvals, tracking and application of customer credits, and analysis of revenue-related balance sheet accounts.
• Assist and participate in the development and implementation of financial controls and processes surrounding revenue and invoicing.
• Participate in external and internal audits, as requested.
• Resolve queries customers are facing relating to their billing.
• Independently investigate customer issues, searching internal resources, previous cases, Slack channels, etc. to understand issues and provide detailed analysis of customer issues to the Sales team.
• Manipulate and analyze large datasets in Excel.
• Respond to the Sales team in a timely manner and communicate complicated issues via Slack, via SFDC, via calls. Excellent communication skills are required - occasional calls with customers or Senior Leaders may be required.
• Work under pressure - high-paced environment, quick turnaround times in order to comply with team SLA’s.
• Collaborate with other teams in order to solve root problems to customer issues.
• Help out on other teams within the Billing Ops group, as requested.
• Participate in Month End close, as requested.

Requirements

• Required:
  • Strong experience in the area of Billings / Revenue / Order to Cash.
  • Demonstrated problem-solving, strong interpersonal and communication skills.
  • Experience working with Oracle, Zuora, and Salesforce is advantageous, although not essential.
  • Solid experience working with large volume transactions with strong attention to detail.
  • Advanced Excel user: able to handle very large raw data sets using pivots and other functions such as VLOOKUPS.
  • 1-3 years experience in an Operations role.
  • Periodic weekend work will also be essential for this role.
  • Third-level qualification in Accountancy, Finance, or a Business-related discipline or equivalent experience.
  • Proficient Spanish and English.

We Offer

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• And much more. Offerings vary by location.

About the Company

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 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 feel truly rewarding. Your career at Twilio is in your hands.

Hiring and How We Work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings.

Stay Alert to Recruitment Fraud

We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.

Twilio is Proud to be an Equal Opportunity Employer

We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.