Onboarding Operations Specialist 1

Overview

Twilio is seeking an Onboarding Operations Specialist (L1) to join the team that runs Twilio's phone number operations globally, working directly with customers on phone number porting, Sender IDs, and phone number access.

What you'll do

• Provide support for common customer 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.
• 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 triage complex issues to the Level 2 team.
• Effectively respond to advanced questions from customers (external and internal) in core area and intermediate questions across multiple areas.
• Work independently to troubleshoot and determine resolution for issues across the entirety of your team's domain.

What you'll need

• Thorough, organized, and detail-oriented, able to prioritize and execute multiple processes.
• Experience of 1 to 3 years (depending on candidature).
• Strong technical background need not apply.
• Previous experience in advanced email writing and handling international escalations (voice, chat and email).
• International stakeholder handling.
• Monitoring tasks and queues, ensuring SLAs aren't breached for self and the team.
• Frequent interaction with the technical team to understand the core nature of the process and implement process improvements as demanded.
• Previous experience doing root cause analysis.
• Ready to take up additional tasks depending on requirements.
• Empathetic and customer centric to the core.
• Clear verbal and written communicator.
• Introspective and committed to continuous self-improvement.
• Capable of learning quickly and mastering complicated systems.
• Capable of working independently and also energized from working within a team and cross-functionally to achieve company goals.
• Able to complete tasks in core areas within SLAs.

Nice to have

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

Details

• Remote role based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).
• May be required to travel occasionally for project or team in-person meetings.
• Ad-hoc in-person reporting may be requested for team gatherings, functional off-sites or customer meetings.