Phone Numbers Operations Specialist 2

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions tohundreds of thousands of businessesand empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

See yourself at Twilio

Join the team as Twilio’s next Phone Numbers Operations Specialist (L2)

About the job

This position is needed torun 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