Onboarding Operations Specialist 1

Who we are At Twilio we re shaping the future of communications all from the comfort of our homes We deliver innovative solutions to and empower millions of developers worldwide to craft personalized customer experiences Our dedication to and strong culture of connection and global inclusion means that no matter your location you re part of a vibrant team with diverse experiences making a global impact each day As we continue to revolutionize how the world interacts we re acquiring new skills and experiences that make work feel truly rewarding Your career at Twilio is in your hands See yourself at Twilio Join the team as Twilio s next Onboarding operations Specialist L1 About the job 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 procure Sender IDs and have access to phone numbers they require for their applications The Product Operations Specialist is the first 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 Responsibilities In this role you ll Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio Assess the nature of product or service issues and resolve basic-to-intermediate level problems Log customer interactions and tag categorize issues accordingly Learn 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 the Level 2 team Effectively respond to advanced questions from customers external and internal in core area and intermediate questions across multiple areas Work independently to troubleshoot determine resolution for issues across the entirety of your team s domain Wear 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 Be an Owner Effectively respond to all basic and some advanced questions from customers external and internal in your core area and quickly and confidently triage complex issues via documented internal escalation paths Qualifications Twilio values diverse experiences from all kinds of industries and we encourage everyone who meets the required qualifications to 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 Ability to work in rotational shifts 04 30 AM -13 30 PM or 16 30 PM - 01 30 AM You re thorough organized and detail-oriented and you re able to prioritize and execute multiple processes Experience Required 1 - 3 Yrs depending on candidature Strong technical background need not apply Previous experience into Advanced Email writing handling international escalations voice chat and email International stakeholder handling Monitoring tasks and queues ensuring SLAs aren t breached for self and the team Interaction with the technical team frequently to understand the core nature of the process and implement process improvements as in when demanded Previous experience into doing root cause analysis Ready to take up additional tasks depending on requirements 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 Desired Running SQL queries having knowledge of Zendesk JIRA would be an added advantage Location This role will be based remotely in India Karnataka Tamil Nadu Telangana Maharashtra Delhi 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 Twilio thinks big Do you We 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 Twilio is proud to be an equal opportunity 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