Description
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.
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.
About the job
Twilio is seeking a Product Operations Specialist I to support our Porting and Hosting Operations,a key component of Twilio's Global Number Management team.
This role ensures customers can seamlessly port phone numbers, manage number hosting, and experience reliable service during transitions.
You'll work across carrier networks, internal tools, and product teams to troubleshoot, coordinate, and optimize porting workflows at scale.
The Level 1 role is an entry-level position ideal for someone who is detail-oriented, process-driven, with excellent customer servicing skills and excited to work at the intersection of product, operations, and telecom.
This position plays a vital role in ensuring Twilio's phone number experience remains best-in-class.
Responsibilities
In this role, you'll:
- Champion the customer experience by managing inbound porting requests with care, urgency, and accuracy.
- Collaborate with a diverse team of engineers, support agents, product managers, and carrier partners.
- Proactively share insights, documentation, and solutions with peers and partner teams to make operational processes easier and more transparent.
- Maintain accurate records of porting workflows, number hosting cases, escalations, and system usage.
- Follow industry and regulatory standards in number portability and telecom compliance.
- Take initiative in solving problems and navigating complexity, even when documentation is limited.
- Identify recurring issues and inefficiencies in porting and hosting operations.
- Aim to exceed SLAs and continuously look for ways to optimize how we execute core operations.
Qualifications
- Required:
+ 2 years of experience in BPO, customer campaigns, tech support, customer operations, product operations, customer service, QA or other related areas of customer service. + Bilingual: Spanish and English proficiency. + Strong organizational skills and ability to manage detailed processes with accuracy. + Basic data analysis (Excel/Google Sheets, SQL), or automation tools. + Structured thinking. + Basic AI prompting and workflow building. + Excellent verbal and written communication, both internally and with external partners. + Comfort working with tools like ticketing systems (Excel, Zendesk, JIRA), spreadsheets, and internal platforms. + Able to learn quickly, adapt to changing processes, and work independently while collaborating cross-functionally. + Customer-centric mindset with strong attention to detail and a proactive attitude.
Benefits
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.