Phone Numbers Operations Specialist 1

Overview

Twilio is seeking an entry-level Product Operations Specialist I to support Porting and Hosting Operations within its Global Number Management team, ensuring customers can port phone numbers, manage number hosting, and have a reliable service experience during transitions.

What you'll do

• Manage inbound porting requests with care, urgency, and accuracy, ensuring a seamless transition when customers bring phone numbers to Twilio or manage hosted services.
• Collaborate with engineers, support agents, product managers, and carrier partners, respecting different communication styles, cultures, and perspectives while driving unified outcomes.
• Proactively share insights, documentation, and solutions with peers and partner teams, and contribute to best practices.
• Maintain accurate records of porting workflows, number hosting cases, escalations, and system usage, and keep internal knowledge bases and documentation up to date.
• Follow industry and regulatory standards in number portability and telecom compliance, protecting customer data and making ethical decisions when managing sensitive porting and routing scenarios.
• Take initiative in solving problems and navigating complexity, raising questions, proposing improvements, or flagging issues that impact the customer experience.
• Identify recurring issues and inefficiencies in porting and hosting operations, and use findings to improve workflows, tooling, or automation.
• Aim to exceed SLAs and continuously look for ways to optimize how core operations are executed.

What you'll need

• Required: 2 years of experience in BPO, customer campaigns, tech support, customer operations, product operations, customer service, QA, or other related areas of customer service such as inventory, finance, quality operations, customer support, or customer or team training.
• Bilingual in Spanish and English.
• Strong organizational skills and ability to manage detailed processes with accuracy.
• Basic data analysis (Excel/Google Sheets, SQL), or automation tools.
• Structured thinking.
• Basic AI prompting and workflow building.
• Excellent verbal and written communication, both internally and with external partners.
• Comfort working with tools such as ticketing systems (Excel, Zendesk, JIRA), spreadsheets, and internal platforms.
• Able to learn quickly, adapt to changing processes, and work independently while collaborating cross-functionally.
• Customer-centric mindset with strong attention to detail and a proactive attitude.

Nice to have

• Experience with the telecom industry.
• Exposure to APIs.

Details

• Remote role based in Colombia.
• 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.