Remote Phone Numbers 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

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.