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. 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 excelsior 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.

• Wear the Customer’s Shoes: Champion the customer experience by managing inbound porting requests with care, urgency, and accuracy. Ensure customers have a seamless transition when bringing their phone numbers to Twilio or managing hosted services.
• Be Inclusive: Collaborate with a diverse team of engineers, support agents, product managers, and carrier partners. Respect different communication styles, cultures, and perspectives while driving unified outcomes.
• Empower Others: Proactively share insights, documentation, and solutions with peers and partner teams to make operational processes easier and more transparent. Help elevate the broader team by contributing to best practices.
• Write It Down: Maintain accurate records of porting workflows, number hosting cases, escalations, and system usage. Keep internal knowledge bases and documentation up to date to ensure reliability and consistency across teams.
• No Shenanigans: Follow industry and regulatory standards in number portability and telecom compliance. Protect customer data and make ethical decisions when managing sensitive porting and routing scenarios.
• Be Bold: Take initiative in solving problems and navigating complexity, even when documentation is limited. Don’t hesitate to raise questions, propose improvements, or flag issues that impact the customer experience.
• Draw the Owl: Identify recurring issues and inefficiencies in porting and hosting operations. Use your findings to improve workflows, tooling, or automation — even when there’s no clear roadmap.
• Don’t Settle: Aim to exceed SLAs and continuously look for ways to optimize how we execute core operations. Be relentless about quality, efficiency, and learning from mistakes.

• 2 years of experience in BPO, customer campaigns, tech support, customer operations, product operations, customer service, QA or other related areas of customer service like inventory, finance, quality operations, customer support, customer or team training.
• 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.

Nice to have

• Experience with telecom Industry
• Exposure to APIs.

• 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.