Values that define the way we work

Our Twilio Magic values guide the way we work, build, interact, and show up.

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We are owners

We take accountability and see things through. As owners, we take the long view, we sweat the details, and we think about how our work makes Twilio better every day.

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We are Builders

We love hard problems and won’t accept a “can’t be done” mentality. We create change and solve the most challenging problems by turning bold ideas into action.

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We are positrons

We ask how we can help. We empower others. We stand up for what’s right. And we do the work that’s good for our customers, company, and the world at large.

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We are curious

We pursue progress over perfection. Because we don’t have all the answers, we humbly seek the truth and when we make a mistake, we learn from it.

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Breaking down our core values

Each value is defined by principles that guide our ways of working, decision making, and help us live the Twilio Magic.

Wear the customers’ shoes

Spend time with your customers to find out who they are and what problems they need you to solve. Make your customer your North Star, build with empathy, and earn trust through every interaction.
Draw the owl

When you're building something that doesn't exist, there's rarely an instruction book. We draw the owl by embracing uncertainty when there aren't step-by-step instructions to follow.
Write it down

When you approach a problem, write down your goals, your decision criteria, and your plan of action, as well as lessons learned along the way. This will help you think clearly and communicate effectively.

Organize into small teams

We build best when we are clear on our mission, empowered to make decisions, and can move fast. Organize into small teams so you can stay focused.
Live the spirit of challenge

Builders love hard problems. Hard problems are the gold of business, and solving them is why we get paid. Seek out and work on the hard problems, even when it gets difficult.
Learn cheap lessons

We get better with each iteration of an idea, so set up well-defined experiments that let us learn quickly and determine next steps.

Trust is the #1 thing we sell

As owners, we earn trust by knowing our stuff and doing what we say we will do. Our customers trust us to delive
Think long term

When solving a problem, it can be tempting to focus on the here and now and make decisions for a quick fix. As owners, we make decisions that create the best long-term outcomes.
Have a point of view

When you get the chance to weigh in on a big decision, have a point of view. Put in the effort to understand the issues and be bold and clear in how you communicate your recommendation.
Disagree and commit

Disagree and commit when making decisions as a team. Have honest, open, and respectful debate to get to the best decision then be a committed supporter.

Ruthlessly prioritize

We can’t do everything, so we need to ruthlessly prioritize where to invest time and resources. Prioritization helps break down complex problems and provides clarity in the face of uncertainty.
Be frugal

Be frugal when spending company resources. If we can do more with less, we can do more. Ensure that everything we spend time and money on benefits our customers and our mission.
Pick up the trash

Sweat the details, pay attention to the little things, and do what needs to be done. Great owners don’t think "that’s someone else’s job.” They help out wherever and however they can.

Be humble

No one has all the answers. Be humble when forming and asserting your point of view. Stay curious to see what you can learn from the people around you, because everyone has something valuable to teach.
Embrace the uncomfortable

Embrace the uncomfortable when you feel out of your comfort zone. To grow and change, you have to be willing to be vulnerable, alert and willing to try new things.
Seek the truth

When faced with adversity or the unknown, ask questions. Put aside politics and titles and work with others to come to the best answers.

Share problems, not solutions

Invite others into the problem rather than prescribing your version of the solution. By sharing our problems, we get the best thinking and energy from others.
Seek progress over perfection

Seek progress over perfection when you feel stuck in a complex problem. Experiment through testing, user feedback, and iteration. Choose iterative progress over designing the perfect solution that no one uses.

Be genuine

Be you, complete with quirks and eccentricities. It’s ok to drop the facade. We don’t fear being different or letting our humanity show—we embrace diverse perspectives and ways of thinking.
No shenanigans

No shenanigans. Be thoughtful and always act in an honest, direct, and transparent way.
Empower others

Invest in the potential of others to make us all more successful and scale our impact. Being a positron means being humble and realizing it’s not just about you.

Be Inclusive

We’re building a culture of belonging for all Twilions. We define Inclusion as the proactive behaviors that create an environment where all people are actively valued for their work and treated respectfully, so they can contribute to Twilio’s success.
Be respectful

Show consideration and regard for others. Listen well and be open to input. Being right is not an excuse for being a jerk.
Ask how you can help

Teams are made up for folks who help. When someone needs help, proactively offer it. And when we need help, someone will offer it to us.

How Twilions embody the Twilio Magic

Hear from builders at Twilio how the values shape the way we work.

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Behind the Builder: Cesar Hernandez, Manager, Personalized Support

Cesar’s favorite value is “We are positrons.” Hear how he lives this value.

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Behind the builder: Tanise Love, Senior Employee Impact Manager

“Be genuine” and “empower others” are principles that guide how Tanise works.

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Behind the builder: Kate Molony, Software Engineer

Kate shares her journey from intern to full-time employee at Twilio.

See all employee spotlights

Don’t wait for change. Build it.

The Twilio Magic happens when all four values intersect. When you act as a builder, an owner, a position, and lead with curiosity, that’s where the Twilio Magic comes to life. Let’s build the future together.

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