We are the Twitter Service team, dedicated to delivering customer service through meaningful connections and enforcing policies to promote healthy public conversation. Whether we're optimizing support operations, guarding the health of the service through scaled enforcement, driving content and support channel strategies, or localizing the product for our global audience, we're with our customers every step of the way.

What You’ll Do
As a member of Twitter Service Product Operations team, you’ll lead complex and cross-functional projects that support the scalability and effectiveness of our operations. You will drive strategy for Twitter’s Service Cloud implementation in partnership with IT, Health, Product, Engineering, Policy and additional stakeholders. As a Service Cloud expert, you will be responsible for identifying issues, gathering and clarifying business requirements, providing recommendations, performing configuration for Service Cloud system enhancements, conducting user acceptance testing, creating automation rules, and updating Case-level data en masse. You’ll also manage the day-to-day operations of the Service Cloud system administration. In this role, you’ll act as a liaison between technical and non-technical departments and represent our business needs as a functional expert in a variety of focus areas. 

Who You Are
You are a Service Cloud expert who has done multiple implementations in the past. You have outstanding interpersonal skills, are an analytical thinker, and great at navigating complex issues. You have experience working with a growing team, and you thrive in a fast paced environment.

Job Description

If this sounds like you, you probably have experiences and skills which will enable you to:

• Partner closely with the business-owner team and technical team to understand business problems, identify requirements, design and deploy Service Cloud solutions.
• Delivering projects and systems enhancements utilizing Agile SCRUM methodology: conducting user interviews; evaluating as-is processes; writing / validating user stories; application testing, and identifying & resolving issues
• Identify and recommend areas within Twitter Service’s operational process that can be improved via systems enhancements and automation.
• Configure Service Cloud and manage day-to-day administration to meet business needs.
• Serve as an escalation point for critical issues and incidents.
• Serving as a functional expert in assigned areas of responsibility
• Administering Salesforce based cloud application solutions  

• 5-8 years of working system administration/analyst or consulting roles
• Experience implementing Salesforce Service Cloud solutions in a customer-facing role

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.