Phone Numbers Operations Specialist 2
Job description
Phone Operations Specialist L2 on Twilio's Product Operations team, which runs Twilio's global phone number operations. The role supports customers porting phone numbers into Twilio, procuring short codes and Sender IDs, and accessing the phone numbers their applications need.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · India
What you'll do
- Provide support to Twilio customers inquiries received by email to ensure customers have an excellent experience with Twilio.
- Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
- Effectively 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 our operations are running 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 with all the respect.
What we're looking for
- Willingness to work flexibly in rotational schedules.
- 4-6 years of experience working with global customers in the operations in the customers facing teams, preferably within an eCommerce or Telecommunications organization.
- Basic technical skills including basic SQL and an understanding of APIs and data analytics.
- Empathetic and love 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 and able to articulate concepts/ideas in a clear, concise manner.
- Willing to collaborate with communications partners and players in the industry 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 & understanding APIs and related technologies.
- Background in telecommunications is desired.
Your team
Product Operations (Super Network)
A key part of Twilio's Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
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About Twilio
Twilio thinks big. Do you?
Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide to craft personalized customer experiences. Twilio is a remote-first company with a strong culture of connection and global inclusion.
Mission
To provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.
Key facts
- Communications / cloud communications
- Remote-first company
- Employees may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings
- Uses AI to help make the hiring process efficient; every hiring decision is made by real Twilions
- Values are called Twilio Magic
- Supports employee volunteering and donation efforts
What they value
- Twilio Magic