Remote Phone Porting Operations Specialist II

Twilio Inc.; United States; Remote; USD 6,400 - 9,600; Full time

Job summary

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 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 2 team. Based remotely in India, you may be asked to travel occasionally for project or team in-person meetings.

Qualifications

• Willingness to work flexible in rotational schedules.
• 4-6 years of experience with global customers in operations or customer-facing teams.
• Basic SQL and understanding of APIs and data analytics.
• Empathetic, data-driven, customer-focused problem solving.

Responsibilities

• Provide support to Twilio customers 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. 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.

Skills

SQL

APIs

Data analytics

Tools

Looker

Tableau

Job description

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 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 2 team. Based remotely in India, you may be asked to travel occasionally for project or team in-person meetings.