Phone Number Operations Specialist

Gohyred; United States; Remote; USD 36,000 - 54,000; Full time

Job summary

Twilio is hiring an Operations Specialist to manage global phone number operations, including porting numbers for customers and ISVs. You will work with a team that ensures smooth catalogs and connectivity, with a focus on personalized service and efficient issue resolution.

The role emphasizes learning new processes, handling escalations calmly, and coordinating with product, engineering, and carrier partners to keep operations running smoothly.

Qualifications

• Experience in customer service and handling escalations.
• Clear verbal and written communication skills.
• Ability to learn quickly and master complex systems.
• Able to work independently and within cross-functional teams.
• Experience on an Operations team is a must (1+ year).
• Knowledge of SQL basics is a plus.

Responsibilities

• Act as a dedicated point of contact for ISVs porting phone numbers to Twilio.
• Assist customers via email to ensure a positive experience.
• Assess issues and resolve basic-to-intermediate problems.
• Learn and develop new processes to keep operations smooth.
• Respond to carrier partner notifications.
• Triage complex issues to appropriate teams.
• Address questions from customers across multiple areas.
• Troubleshoot and resolve issues across teams.

Skills

Customer service

Communication

Problem solving

Learning quickly

Independent work

Team collaboration

Tools

SQL basics

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.

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.

See yourself at Twilio

Join the team as Twilio’s next Phone Numbers Operations Specialist.

About the job

We are 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, ensuring a smooth and seamless process with personalized attention. 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

In this role, you’ll:

• Serve as a dedicated point of contact for ISVs as they routinely port phone numbers to Twilio and manage one-time porting projects for direct customers.
• Provide support for common customer inquiries received by email to ensure they have an excellent experience with Twilio.
• Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
• Learn and develop 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 team leads, managers, engineering, or product teams and know which is appropriate in each case.
• Effectively respond to moderately complex questions from customers (external and internal) in core areas and basic questions across multiple areas.
• Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain.

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:

• You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes.
• You’re empathetic and customer centric to the core, with experience in customer service.
• You’re a clear verbal and written communicator.
• You are calm under pressure as you respond to escalations and quickly troubleshoot incidents.
• 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.
• You have at least 1 year of experience working on an Operations team.

Desired:

• Previous experience in telecommunications.
• Basic knowledge of SQL and related tools

Location

This role will be remote, and based in Estonia.

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

Working at Twilio offers many benefits, including competitive pay, 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.

Stay alert to recruitment fraud

We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.

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.