Onboarding Operations Specialist 1 - Remote

Overview

Twilio is seeking an Operations Specialist to join the team that runs Twilio’s phone number operations globally. This role will work directly with customers to help them port their phone numbers into Twilio, procure Sender IDs, and have access to phone numbers they require for their applications.

In Short

• Provide support for common customer inquiries received by email.
• Assess and resolve basic-to-intermediate level product issues.
• Log customer interactions and categorize issues.
• Learn new processes across various subject areas.
• Respond to incoming carrier partner notifications.
• Triage complex issues to the Level 2 team.
• Provide support for advanced customer questions.
• Work independently to troubleshoot and resolve issues.
• Monitor tasks and ensure SLAs are met.
• Engage with the technical team for process improvements.

Requirements

• Ability to work in rotational shifts.
• Detail-oriented and organized.
• 1-3 years of relevant experience.
• Strong email communication skills.
• Experience with international stakeholder handling.
• Ability to perform root cause analysis.
• Empathetic and customer-centric approach.
• Clear verbal and written communicator.
• Ability to learn quickly and master complex systems.
• Capable of working independently and in a team.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare benefits.
• Retirement savings program.