Phone Numbers Operations Specialist 2

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

As a Phone Numbers Operations Specialist 2, you will 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 short codes and Sender IDs, and have access to phone numbers they require for their applications.

Responsibilities:

• 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.

Qualifications:

• 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 are 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 are comfortable working under pressure.

Desired:

• 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.

Location: Remote - India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

Travel: Occasionally required to travel to participate in project or team in-person meetings.

What We Offer: Competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.