Job Description

We are 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. 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.

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.

Requirements

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, with experience in customer service.
You’re a clear verbal and written communicator.
You are calm under pressure as you respond to escalations and quickly troubleshoot incidents.
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.

Nice to have