Phone Numbers Operations Specialist 1

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.

Responsibilities:

• Manage inbound porting requests with care, urgency, and accuracy to ensure a seamless customer experience.
• Collaborate with a diverse team of engineers, support agents, product managers, and carrier partners.
• 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.
• Identify recurring issues and inefficiencies in porting and hosting operations.
• Aim to exceed SLAs and continuously look for ways to optimize core operations.

Qualifications:

• 2 years of experience in BPO, customer campaigns, tech support, customer operations, product operations, customer service, QA or other related areas.
• 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.