Phone Numbers Operations Specialist 1
Job description
Entry-level Product Operations Specialist I supporting Twilio's Porting and Hosting Operations within the Global Number Management team. The role involves managing inbound porting requests, coordinating with carriers and internal teams, and improving porting workflows at scale.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Colombia
- Languages
- Spanish – fluent, English – fluent
What you'll do
- Manage inbound porting requests with care, urgency, and accuracy to ensure a seamless transition when customers bring their phone numbers to Twilio or manage hosted services
- Collaborate with engineers, support agents, product managers, and carrier partners while respecting different communication styles, cultures, and perspectives
- Proactively share insights, documentation, and solutions with peers and partner teams to make operational processes easier and more transparent
- Maintain accurate records of porting workflows, number hosting cases, escalations, and system usage; keep internal knowledge bases and documentation up to date
- Follow industry and regulatory standards in number portability and telecom compliance; protect customer data and make ethical decisions when managing sensitive porting and routing scenarios
- Take initiative in solving problems and navigating complexity, raising questions, proposing improvements, and 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 core operations
What we're looking for
- Bilingual: Spanish and English proficiency
- 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 like 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 telecom Industry
- Exposure to APIs
Your team
Global Number Management team - Porting and Hosting Operations
A key component of Twilio's Global Number Management team, ensuring customers can seamlessly port phone numbers, manage number hosting, and experience reliable service during transitions.
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
Apply
About Twilio
Shaping the future of communications
Twilio is a remote-first company delivering communications solutions, empowering developers worldwide to craft personalized customer experiences.
Mission
Deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Key facts
- Communications technology
- Remote-first company
- Delivers solutions to hundreds of thousands of businesses
- Empowers millions of developers worldwide
- Uses AI to help make the hiring process efficient
- Every hiring decision is made by real Twilions
What they value
- Wear the Customer's Shoes
- Be Inclusive
- Empower Others
- Write It Down
- No Shenanigans
- Be Bold
- Draw the Owl
- Don't Settle