Phone Number specialist 1

Overview

Twilio is seeking a Phone Number Specialist 1 (Operations Specialist II, second tier on the Level 1 team) to run phone number operations globally, working directly with customers on number porting, short codes, Sender IDs and the phone numbers their applications require.

What you'll do

• Provide support to Twilio customer inquiries received by email so customers have an excellent experience with Twilio.
• Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
• Respond effectively 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 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 and respect.

What you'll need

• Willingness to work flexibly in rotational schedules.
• 2-4 years of experience working with global customers in operations or customer-facing teams, preferably within an eCommerce or Telecommunications organization.
• Basic technical skills including basic SQL and an understanding of APIs and data analytics.
• Empathy and a love for working with customers and carriers to solve their problems and questions, backed with data.
• Detail-oriented with great organizational skills and comfortable with ambiguity.
• Above average written and verbal communication skills, able to articulate concepts and ideas clearly and concisely.
• Willingness to collaborate with communications partners and industry players to resolve issues, troubleshoot, and build trust.
• Good time management and organizational skills, and comfort working under pressure.

Nice to have

• Hands-on experience in SQL, Looker, Tableau or similar data extraction and data visualization tools.
• Experience with and understanding of APIs and related technologies.
• Background in telecommunications.

Details

• Remote, based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).
• Remote-first company; may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
• May be required to travel occasionally for project or team in-person meetings.
• Rotational schedules are required.