Phone Numbers Operations Specialist 2
See yourself at Twilio
Join the team as Twilio’s next Phone Numbers Operations Specialist (L2)
About the job
This position is needed to run Twilio’s phone number operations globally. This role will work directly with customers and Twilio’s sales team to help them port their phone numbers into Twilio, ensuring a smooth and seamless process with personalized attention. The Product Operations team is a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.
Responsibilities
In this role, you’ll:
Serve as a dedicated point of contact for ISVs as they routinely port phone numbers to Twilio and manage one-time porting projects for direct customers.
Serve as a dedicated point of contact for Twilio’s Go To Market team in APAC with regard to porting projects.
Provide support for common customer inquiries received by email to ensure they have an excellent experience with Twilio.
Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
Learn and develop 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 triage complex issues to team leads, managers, engineering, or product teams and know which is appropriate in each case.
Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas.
Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
2+ years of experience working on an Operations team; previous experience from sales and telecommunications is also preferable.
Thorough, organized, detail-oriented, and able to prioritize and execute multiple processes.
Empathetic and customer centric.
Clear verbal and written communicator and feel comfortable being on customer calls.
Calm under pressure as you respond to escalations and quickly troubleshoot incidents.
Introspective and committed to continuous self-improvement.
Capable of learning quickly and mastering complicated systems.
Capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals.
Able to complete tasks in core areas within SLAs.
Desired:
Experience in a Customer-Facing capacity & working with Internal Stakeholders i.e. Sales/GTM, Product, Engineering or Support teams.
Exemplary customer service & an ability to solve complex issues or challenges.
Location
This role will be remote, and based in India (either Karnataka, Maharashtra, Telangana, Tamil Nadu or New Delhi)
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Phone Numbers Operations Specialist 2
See yourself at Twilio
Join the team as Twilio’s next Phone Numbers Operations Specialist (L2)
About the job
This position is needed to run Twilio’s phone number operations globally. This role will work directly with customers and Twilio’s sales team to help them port their phone numbers into Twilio, ensuring a smooth and seamless process with personalized attention. The Product Operations team is a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.
Responsibilities
In this role, you’ll:
Serve as a dedicated point of contact for ISVs as they routinely port phone numbers to Twilio and manage one-time porting projects for direct customers.
Serve as a dedicated point of contact for Twilio’s Go To Market team in APAC with regard to porting projects.
Provide support for common customer inquiries received by email to ensure they have an excellent experience with Twilio.
Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
Learn and develop 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 triage complex issues to team leads, managers, engineering, or product teams and know which is appropriate in each case.
Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas.
Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
2+ years of experience working on an Operations team; previous experience from sales and telecommunications is also preferable.
Thorough, organized, detail-oriented, and able to prioritize and execute multiple processes.
Empathetic and customer centric.
Clear verbal and written communicator and feel comfortable being on customer calls.
Calm under pressure as you respond to escalations and quickly troubleshoot incidents.
Introspective and committed to continuous self-improvement.
Capable of learning quickly and mastering complicated systems.
Capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals.
Able to complete tasks in core areas within SLAs.
Desired:
Experience in a Customer-Facing capacity & working with Internal Stakeholders i.e. Sales/GTM, Product, Engineering or Support teams.
Exemplary customer service & an ability to solve complex issues or challenges.
Location
This role will be remote, and based in India (either Karnataka, Maharashtra, Telangana, Tamil Nadu or New Delhi)
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.