Phone Numbers Operations Specialist 1

1 hour, 59 minutes ago
Full-time
Junior
Customer and Technical Support
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008

Description

  • Serve as a dedicated point of contact for ISVs and direct customers during routine and one-time phone number porting projects.
  • Provide support for customer inquiries by email and ensure a strong customer experience.
  • Assess product and service issues and resolve basic-to-intermediate problems.
  • Learn and develop new operational processes across multiple subject areas to keep operations running smoothly.
  • Respond to and action incoming carrier partner notifications.
  • Triage complex issues to the appropriate team leads, managers, engineering, or product teams.
  • Respond to moderately complex customer questions and basic questions across multiple areas.
  • Work independently to troubleshoot and determine resolutions within the team’s domain.

Requirements

  • At least 1 year of experience working on an Operations team.
  • Ability to prioritize and execute multiple processes with strong organization and attention to detail.
  • Strong empathy and a customer-centric mindset.
  • Clear verbal and written communication skills.
  • Ability to remain calm under pressure while handling escalations and troubleshooting incidents.
  • Commitment to continuous self-improvement and a willingness to learn quickly.
  • Ability to master complicated systems and work independently.
  • Ability to collaborate cross-functionally and contribute effectively within a team.
  • Ability to complete tasks within SLAs.
  • Remote-based in Colombia.
  • Occasional travel may be required for project or team in-person meetings.

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare benefits.
  • Retirement savings program.
  • Remote-first work environment.
  • Opportunities to support volunteering and donation efforts through Twilio’s community programs.

Interested in this position?

Apply directly on the company website

Apply Now

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