Onboarding Operations Specialist 1

Twilio; United States; Remote; USD 45,000 - 85,000; Full time

Job summary

An innovative firm is seeking an Onboarding Operations Specialist to enhance customer experiences by supporting phone number operations. This role involves assisting customers with porting phone numbers, managing inquiries, and resolving issues effectively. The ideal candidate will possess strong communication skills, a detail-oriented mindset, and the ability to work independently while thriving in a collaborative environment. With a commitment to remote-first work, this position offers a unique opportunity to contribute to a global team dedicated to transforming communications. Join a vibrant culture that values diverse experiences and empowers you to make a significant impact.

Benefits

Generous time-off

Parental leave

Wellness leave

Healthcare benefits

Retirement savings program

Qualifications

• Strong technical background not required; empathy and customer focus are key.
• Experience in email communication and handling escalations is essential.

Responsibilities

• Provide support for customer inquiries via email to ensure excellent experiences.
• Log customer interactions and categorize issues for efficient resolution.
• Triage complex issues to the Level 2 team and monitor SLAs.

Skills

Customer Service

Email Communication

Problem Solving

Root Cause Analysis

Empathy

Time Management

Independence

Education

1-3 Years of Experience

Tools

Zendesk

JIRA

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, diverse team 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.

See yourself at Twilio

Join the team as Twilio’s next Onboarding Operations Specialist (L1).

About the job

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.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate with rich experience in product handling, escalations, we encourage applicants with alternative experiences to also apply.

Required:

• Ability to work in rotational shifts (5:30 PM - 2:30 AM or 09:00 PM - 06:00 AM)
• You're thorough, organized, and detail-oriented, and you’re able 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
• You’re empathetic and customer centric to the core.
• You’re a clear verbal and written communicator.
• You’re introspective and committed to continuous self-improvement.
• You’re capable of learning quickly and mastering complicated systems.
• You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals.
• You’re able to complete tasks in core areas within SLAs.

Desired:

• 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

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [e-mail].