[Hiring] Onboarding Operations Specialist @Twilio

Role Description

Twilio is seeking an Operations Specialist to join the team that runs Twilio’s phone number operations globally. This role will work directly with customers to help them port their phone numbers into Twilio, procure Sender IDs, and have access to phone numbers they require for their applications. The Product Operations Specialist is the first tier on the Level 1 team. The Product Operations team is a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.

Responsibilities

• Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio.
• Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
• Log customer interactions and tag/categorize issues accordingly.
• Learn new processes across a variety of subject areas and ensure our operations are running smoothly.
• Respond to and action incoming carrier partner notifications.
• Quickly and confidently triage complex issues to the Level 2 team.
• Effectively respond to advanced questions from customers (external and internal) in core area and intermediate questions across multiple areas.
• Work independently to troubleshoot/determine resolution for issues across the entirety of your team's domain.
• Wear the Customer Shoes: Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio.
• Draw the Owl: Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
• Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.
• Be Bold: Learn new processes across a variety of subject areas and ensure our operations are running smoothly.
• Be an Owner: Effectively respond to all basic and some advanced questions from customers (external and internal) in your core area and quickly and confidently triage complex issues via documented internal escalation paths.

Qualifications

• Thorough, organized, and detail-oriented with the ability to prioritize and execute multiple processes.
• Experience Required: 1 - 3 Yrs (depending on candidature).
• Strong technical background need not apply.
• Previous experience in advanced email writing, handling international escalations (voice, chat, and email).
• International stakeholder handling.
• Monitoring tasks and queues, ensuring SLAs aren’t breached for self and the team.
• Interaction with the technical team frequently to understand the core nature of the process and implement process improvements as needed.
• Previous experience in doing root cause analysis.
• Ready to take up additional tasks depending on requirements.
• Empathetic and customer-centric to the core.
• Clear verbal and written communicator.
• Introspective and committed to continuous self-improvement.
• Capable of learning quickly and mastering complicated systems.
• Capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals.
• Able to complete tasks in core areas within SLAs.

Requirements

• Running SQL queries, having knowledge of Zendesk, JIRA would be an added advantage.

Location

This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).

Travel

For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

Benefits

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