Description
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, ensuring a smooth and seamless process with personalized attention.
Responsibilities:
- 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.
- 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 moderately complex 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:
- You're thorough, organized, and detail-oriented, and you're able to prioritize and execute multiple processes.
- You're empathetic and customer centric to the core.
- You're a clear verbal and written communicator.
- You are calm under pressure as you respond to escalations and quickly troubleshoot incidents.
- You're introspective and committed to continuous self-improvement.
- You're capable of learning quickly and mastering complicated systems.
- You're capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals.
- You're able to complete tasks in core areas within SLAs.
- You have at least 1 year of experience working on an Operations team.
Location: This role will be remote, based in Colombia.
Travel: We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer: 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. Offerings vary by location.