Phone Number specialist 1

Twilio; United States; Remote; USD 6,300 - 9,500; Full time

Benefits offered by this job

Competitive pay

Generous time off

Parental and wellness leave

Healthcare

Retirement savings program

Many more location-dependent offerings

Job summary

Twilio Inc. is seeking an Operations Specialist to join the team that runs the company’s phone-number operations globally. This role will work directly with customers to port phone numbers into the company, procure short codes and Sender IDs, and access numbers required for applications.

The Product Operations Specialist II is the second tier on the Level 1 team within the Super Network. The role focuses on cataloging, orchestrating and delivering connectivity, while handling customer inquiries,

Qualifications

• 2-4 years of experience working with global customers in operations in customer-facing teams, preferably within eCommerce or Telecommunications.
• Basic SQL and an understanding of APIs and data analytics.
• Empathetic and enjoy solving customer and carrier questions with data.
• Detail-oriented with strong organizational skills and comfort with ambiguity.
• Above-average written and verbal communication skills; able to articulate ideas clearly.
• Willing to collaborate with communications partners and industry players to resolve issues.

Responsibilities

• Provide support to customer inquiries received by email to ensure an excellent experience.
• Assess nature of product or service issues and resolve basic-to-intermediate problems; respond to more advanced questions with data insight.
• Log interactions and tag/categorize issues; learn new processes to keep operations smooth.
• Respond to and action incoming carrier partner notifications.
• Manage complex issues in a timely and transparent manner for customers and internal teams.

Skills

SQL basics

APIs

Data analytics

Customer service

Communication

Time management

Detail oriented

Tools

Looker

Tableau

Job description

Who we are

At the company, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions tohundreds of thousands of businessesand 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 the company 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..

See yourself at the company

Join the team as the company’s next Phone Number specialist 1

About the job

the company is seeking an Operations Specialist to join the team that runs the company’s phone number operations globally. This role will work directly with customers to help them port their phone numbers into the company, 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 1 team. The Product Operations team is a key part of the company’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:

• Provide support to the company customers inquiries received by email to ensure customers have an excellent experience with the company.

• 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 with all the respect.

Qualifications

the company 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 the company. We are always looking for people who will bring something new to the table!

Required:

• Willingness to work flexibly in rotational schedules.

• You have 2-4 years of experience working with global customers in the operations in the customers facing teams, preferably within an eCommerce or Telecommunications organization.

• You have basic technical skills including basic SQL and an understanding of APIs and data analytics.

• You’re empathetic and love working with customers and carriers to solve their problems and questions, backed with data.

• You are detail-oriented with great organizational skills and comfortable with ambiguity.

• You have above average written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise manner.

• You are willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust.

• You have good time management and organizational skills and are comfortable working under pressure.

Desired:

• 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

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

• competitive pay
• generous time off
• ample parental and wellness leave
• healthcare
• a retirement savings program
• and much more. Offerings vary by location.

the company 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 the company 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, If this role isn't what you're looking for, please consider other open positions.

the company 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, the company participates in the E-Verify program in certain locations, as required by law.