Phone Numbers Operations Specialist 1

Twilio Inc.; Colombia; Remote; COP 65,022,000 - 108,371,000; Full time

Job summary

Twilio is seeking a Product Operations Specialist I to support our Porting and Hosting Operations within the Global Number Management team. This entry-level role ensures customers can port numbers, host numbers, and experience reliable service during transitions.

You’ll work across carrier networks, internal tools, and product teams to troubleshoot and optimize porting workflows at scale. Ideal candidates are detail-oriented, process-driven, with strong customer service skills and a passion for

Qualifications

• 2+ years in BPO or related customer service fields with a focus on operations.
• Bilingual: Spanish and English proficiency with strong communication.
• Proficient in data analysis using Excel/Google Sheets and basic SQL.

Responsibilities

• Handle inbound porting requests with accuracy, urgency, and care.
• Collaborate with engineers, support, product managers, and carrier partners.
• Share insights, documentation, and solutions to improve processes.
• Maintain records of porting workflows, hosting cases, and escalations.
• Follow regulatory standards and protect customer data during porting.
• Proactively identify improvements and raise to teams as needed.
• Aim to exceed SLAs and optimize core porting/hosting operations.

Skills

Spanish-English bilingual

Customer operations

Data analysis

Excel

Google Sheets

Jira

Zendesk

AI prompting basics

Tools

Zendesk

JIRA

Excel

Google Sheets

SQL

Job description

Who we are

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.

Join the team as Twilio’s next Product Operation Specialist

About the job

Twilio is seeking a Product Operations Specialist I to support our Porting and Hosting Operations—a key component of Twilio’s Global Number Management team. This role ensures customers can seamlessly port phone numbers, manage number hosting, and experience reliable service during transitions. You’ll work across carrier networks, internal tools, and product teams to troubleshoot, coordinate, and optimize porting workflows at scale. The Level 1 role is an entry-level position ideal for someone who is detail-oriented, process-driven, with excelsior customer servicing skills and excited to work at the intersection of product, operations, and telecom. This position plays a vital role in ensuring Twilio’s phone number experience remains best-in-class.

Responsibilities

• Wear the Customer’s Shoes: Champion the customer experience by managing inbound porting requests with care, urgency, and accuracy. Ensure customers have a seamless transition when bringing their phone numbers to Twilio or managing hosted services.
• Be Inclusive: Collaborate with a diverse team of engineers, support agents, product managers, and carrier partners. Respect different communication styles, cultures, and perspectives while driving unified outcomes.
• Empower Others: Proactively share insights, documentation, and solutions with peers and partner teams to make operational processes easier and more transparent. Help elevate the broader team by contributing to best practices.
• Write It Down: Maintain accurate records of porting workflows, number hosting cases, escalations, and system usage. Keep internal knowledge bases and documentation up to date to ensure reliability and consistency across teams.
• No Shenanigans: Follow industry and regulatory standards in number portability and telecom compliance. Protect customer data and make ethical decisions when managing sensitive porting and routing scenarios.
• Be Bold: Take initiative in solving problems and navigating complexity, even when documentation is limited. Don’t hesitate to raise questions, propose improvements, or flag issues that impact the customer experience.
• Draw the Owl: Identify recurring issues and inefficiencies in porting and hosting operations. Use your findings to improve workflows, tooling, or automation - even when there’s no clear roadmap.
• Don’t Settle: Aim to exceed SLAs and continuously look for ways to optimize how we execute core operations. Be relentless about quality, efficiency, and learning from mistakes.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

• Required: 2 years of experience in BPO, customer campaigns, tech support, customer operations, product operations, customer service, QA or other related areas of customer service like inventory, finance, quality operations, customer support, customer or team training. Bilingual: Spanish and English proficiency Strong organizational skills and ability to manage detailed processes with accuracy. Basic data analysis (Excel/Google Sheets, SQL), or automation tools. Structured thinking. Basic AI prompting and workflow building. Excellent verbal and written communication, both internally and with external partners. Comfort working with tools like ticketing systems (Excel, Zendesk, JIRA), spreadsheets, and internal platforms. Able to learn quickly, adapt to changing processes, and work independently while collaborating cross-functionally. Customer-centric mindset with strong attention to detail and a proactive attitude.
• Desired: Experience with telecom Industry Exposure to APIs.

Location

This role will be remote, and based in Colombia.

Travel

We...