Phone Numbers Operations Specialist 2

Overview

Twilio is seeking an Operations Specialist (Phone Operations Specialist L2) to join the team that runs Twilio's phone number operations globally, working directly with customers on phone number porting, short codes, Sender IDs and access to the numbers their applications require.

What you'll do

• Provide support to Twilio customer inquiries received by email to ensure an excellent customer experience.
• 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 operations run 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.
• 4-6 years of experience working with global customers in operations within 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 of 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 comfortable 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

• This role is based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).
• You may be required to travel occasionally for project or team in-person meetings.
• You may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.