Phone Number Operations L1

See yourself at TwilioJoin the team as our next Phone Number Operations Specialist IBecause you belong at TwilioThe Who What Where and WhyTwilio 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 procure short codes and Sender IDs and have access to phone numbers they require for their applications The Product Operations Specialist II role is the second tier on the Level 1 team 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 WhoAs a Phone Number Operations Specialist I Twilio is looking for someone who lives You also have You re thorough organized and diligent and you re able to prioritize and implement multiple processes You re empathetic and customer centric to the core You re a clear verbal and written communicator 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 1 5 - 3 years of working on an Operations team You re able to complete tasks in core and related areas within SLAs WhatAs a Product Operations Specialist II you willWear the Customer Shoes Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio Draw the Owl Assess the nature of product or service issues and resolve basic-to-intermediate level problems Ruthlessly Prioritize Log customer interactions and tag categorize issues accordingly Be Bold Learn new processes across a variety of subject areas and ensure our operations are running smoothly Respond to and action incoming carrier partner notifications No Shenanigans Quickly and confidently manage complex issues in a timely manner for customers and internal teams Doesn t Settle Effectively respond to intermediate-to-advanced questions from customers external and internal in core areas and basic questions across multiple areas Be An Owner Work independently to troubleshoot determine resolution for issues across multiple areas in your team s domainWhyOn the Product Operations team our primary goal is operating efficiently to ensure our customers have access to purchase and port phone numbers around the globe We are focused on operational efficiency to deliver an excellent customer experience We are a key part of Twilio s Super Network whose mission is to provide the infrastructure that catalogs orchestrates and delivers the world s connectivity Twilio is a company that is empowering the world s developers with modern communication in order to build better applications Twilio is truly unique we are a company committed to your growth your learning your development and your entire employee experience We only win when our employees succeed and we re dedicated to helping you develop your strengths We invest in weeks dedicated to tackling hard problems and creating your own ideas We have a cultural foundation built on diversity inclusion and innovation and we want you and your ideas to thrive at TwilioQualificationsNot all applicants will have skills that match a job description exactly Twilio values diverse experiences in other industries and we encourage everyone who meets the required qualifications to apply While having desired qualifications make for a strong candidate we encourage applicants with alternative experiences to also apply If your career is just starting or hasn t followed a traditional path don t let that stop you from considering Twilio We are always looking for people who will bring something new to the table Required Willingness to work flexibly in rotational schedules You have 1 5 -3 years of experience working cases in the operations in the customers facing teams preferably within an eCommerce or Telecommunications organization You have basic technical skills including basic SQL and an understanding of APIs and data analytics You re empathetic and love working with customers and carriers to solve their problems and questions backed with data You are detail-oriented with great organizational skills and comfortable with ambiguity You have above average written and verbal communication skills and are able to articulate concepts ideas in a clear concise manner You are willing to collaborate with communications partners and players in the industry to resolve issues troubleshoot and build trust You have good time management and organizational skills and are comfortable working under pressure Desired Has knowledge of SQL Looker Tableau or similar data extraction and data visualization tools Understanding APIs and related technologies Background in telecommunications is desired LocationThis role will be based remotely in India Karnataka Tamil Nadu Telangana Maharashtra Delhi Preferably from Bangalore if possible Shift Timings - 5 30 am to 2 30pm 3 30pm to 12 30am IST hours rotational once in two or three months - based on business requirements may have to continue in the same shifts Flexible 9 am to 6pm IST hours Based on business need for the general shift no shift allowanceWhat We OfferThere are many benefits to working at Twilio including in addition to competitive pay things like generous time-off ample parental and wellness leave healthcare a retirement savings program and much more Offerings vary by location Twilio thinks big Do youWe like to solve problems take initiative pitch in when needed and are always up for trying new things That s why we seek out colleagues who embody our values - something we call Additionally we empower employees to build by supporting their volunteering and donation efforts So if you re ready to unleash your full potential do your best work and be the best version of yourself apply now If this role isn t what you re looking for TravelWe prioritize connection and opportunities to build relationships with our customers and each other For this role approximately 10 travel is anticipated to help you connect in-person in a meaningful way Twilio is proud to be an equal opportunity employer Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer We do not discriminate based upon race religion color national origin sex including pregnancy childbirth reproductive health decisions or related medical conditions sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability genetic information political views or activity or other applicable legally protected characteristics We also consider qualified applicants with criminal histories consistent with applicable federal state and local law Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act Additionally Twilio participates in the E-Verify program in certain locations as required by law Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures If you need assistance or an accommodation due to a disability please contact us at