[Hiring] Phone Numbers Operations Specialist 2 @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 short codes and Sender IDs, and have access to phone numbers they require for their applications. The Product Operations Specialist II role is the second tier on the Level 2 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 to Twilio customers 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.
• Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas.
• 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 manage complex issues in a timely manner for customers and internal teams with transparency and respect.

Qualifications

• Willingness to work flexibly in rotational schedules.
• 4-6 years of experience working with global customers in operations in customer-facing teams, preferably within an eCommerce or Telecommunications organization.
• Basic technical skills including basic SQL and an understanding of APIs and data analytics.
• Empathetic and love working with customers and carriers to solve their problems and questions, backed with data.
• Detail-oriented with great organizational skills and comfortable with ambiguity.
• Above average written and verbal communication skills and able to articulate concepts/ideas in a clear, concise manner.
• Willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust.
• Good time management and organizational skills and comfortable working under pressure.

Requirements

• Hands-on experience in SQL, Looker, Tableau or similar data extraction and data visualization tools.
• Experience & understanding APIs and related technologies.
• Background in telecommunications is desired.

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.