Phone Numbers Operations Specialist L2

Overview

Support global phone number operations by helping customers and internal teams port phone numbers into Twilio. Troubleshoot porting and product issues, coordinate escalations, and maintain smooth operations.

What you'll do

• Support ISVs and direct customers through phone number porting projects.
• Coordinate porting projects with Twilio's EMEA and APAC Go To Market team.
• Respond to customer inquiries received by email.
• Assess product or service issues and resolve basic-to-intermediate problems.
• Process incoming notifications from carrier partners.
• Triage complex issues to team leads, managers, engineering, or product teams.
• Troubleshoot issues independently across multiple areas within the team's domain.

What you'll need

• At least 3 years of experience working on an Operations team.
• Experience in customer service.
• Clear verbal and written communication skills.
• Ability to prioritize and execute multiple processes.
• Ability to troubleshoot incidents and respond calmly to escalations.
• Ability to learn complex systems quickly.
• Ability to complete core-area tasks within SLAs.

Nice to have

• Experience in telecommunications or financial services.
• Previous sales experience.
• Knowledge of SQL and related tools.

Details

• Remote role based in India.
• May require occasional travel for project or team in-person meetings.