Product Operations Specialist L3

Overview

Product Operations Specialist L3 supports Twilio’s global phone number operations and helps customers port numbers, procure short codes/Sender IDs, and resolve operational issues.

What you'll do

• Provide support for common customer inquiries received by email.
• Assess product/service issues and resolve basic-to-intermediate problems.
• Log customer interactions and tag/categorize issues.
• Respond to incoming carrier partner notifications.
• Triage complex issues to the Level 2 team.
• Support escalations for customers via email and phone.
• Keep process documentation up to date.

What you'll need

• Ability to work rotational shifts: 18:30 - 3:30AM or 21:00 - 6:00 IST.
• 3–7 years of experience (depending on candidature).
• Advanced email writing and handling international escalations (voice, chat, email).
• Experience handling international stakeholders.
• Monitoring tasks/queues to ensure SLAs aren’t breached.
• Previous experience in root cause analysis.
• Ability to communicate clearly in verbal and written form.

Details

• Work location: Remote in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).