Phone Numbers Operations Specialist L2

United States Digital Space LLC; United States; Remote; USD 6,700 - 9,900; Full time

Job summary

United States Digital Space LLC is seeking a Phone Numbers Operations Specialist L2 to join the team that runs our global phone number operations. You will work directly with customers to port numbers and ensure a smooth process with personalized attention.

This remote role offers the chance to collaborate with cross-functional teams, learn new processes, and contribute to our Super Network. Prior operations experience and strong communication are essential.

Qualifications

• 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 3 years of experience working on an Operations team.

Responsibilities

• Serve as a dedicated point of contact for ISVs as they routinely port phone numbers to the company and manage one-time porting projects for direct customers.
• Serve as a dedicated point of contact for the company’s Go To Market team in EMEA/APAC with regard to porting projects.
• Provide support for common customer inquiries received by email to ensure they have an excellent experience with the company.
• 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 intermediate-to-advanced 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.

Skills

Customer service

Communication

Problem solving

Learning quickly

Team collaboration

SLA adherence

Operations experience

SQL

Tools

SQL

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 Numbers Operations Specialist L2About 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, ensuring a smooth and seamless process with personalized attention. 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:

• Serve as a dedicated point of contact for ISVs as they routinely port phone numbers to the company and manage one-time porting projects for direct customers.
• Serve as a dedicated point of contact for the company’s Go To Market team in EMEA/APAC with regard to porting projects.
• Provide support for common customer inquiries received by email to ensure they have an excellent experience with the company.
• 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 intermediate-to-advanced 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

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:

• 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 3 years of experience working on an Operations team.

Desired:

• Previous experience in telecommunications or financial services
• Previous sales experience
• Knowledge of SQL and related tools

Location

*This role will be remote, and based in India.(Karnataka, Tamil Nadu, Telangana, Maharastra, 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

Working at the company 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.

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.

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.