Onboarding Operations Specialist 1

Overview

Join Twilio’s Product Operations team as an Onboarding Operations Specialist 1 supporting global phone number operations. You’ll help customers port phone numbers into Twilio, procure Sender IDs, and access phone numbers required for their applications.

What you'll do

• Provide email support for common customer inquiries and ensure customers have an excellent experience.
• Assess product or service issues and resolve basic-to-intermediate problems.
• Log customer interactions and tag or categorize issues accordingly.
• Learn new processes across a variety of subject areas and ensure operations run smoothly.
• Respond to and action incoming carrier partner notifications.
• Triage complex issues to the Level 2 team through documented internal escalation paths.
• Respond to basic and some advanced questions from external and internal customers in your core area and intermediate questions across multiple areas.
• Work independently to troubleshoot and determine resolutions for issues across your team’s domain.
• Handle international escalations through voice, chat, and email.
• Monitor tasks and queues, ensuring SLAs are not breached for yourself and the team.
• Interact frequently with the technical team to understand the core nature of the process and implement process improvements as demanded.
• Perform root cause analysis.
• Take on additional tasks depending on requirements.
• Complete tasks in core areas within SLAs.

What you'll need

• 1 - 3 years of experience, depending on candidature.
• Be thorough, organized, and detail-oriented.
• Be able to prioritize and execute multiple processes.
• Have previous experience with advanced email writing.
• Have experience handling international escalations through voice, chat, and email.
• Have experience handling international stakeholders.
• Be empathetic and customer centric.
• Be a clear verbal and written communicator.
• Be introspective and committed to continuous self-improvement.
• Be capable of learning quickly and mastering complicated systems.
• Be capable of working independently and within a team and cross-functionally to achieve company goals.

Nice to have

• Running SQL queries.
• Knowledge of Zendesk.
• Knowledge of JIRA.

Details

• Remote role based in India, including Karnataka, Tamil Nadu, Telangana, Maharashtra, and Delhi.
• May require occasional travel for project or team in-person meetings.
• May require reporting in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings.