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Join the team as Twilio’s next Phone Numbers Operations Specialist 2

About the job

This position is needed to run 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 Phone Numbers Operations Specialist 2 role is the second tier on the Level 1 team. The Phone Numbers 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.
• Begin each bullet with an action-oriented verb: (generate, identify, perform, cultivate, etc.)
• Respond to and action incoming carrier partner notifications.
• Quickly and confidently manage complex issues in a timely manner for customers and internal teams.
• Effectively respond to intermediate-to-advanced 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.

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:

• Willingness to work flexibly in rotational schedules.
  • 5.30 am to 2.30pm IST / 3.30pm to 12.30am IST hours, rotational once in two or three months.
• You have 4-5+ 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:

• Hands-on experience in SQL, Looker, Tableau or similar data extraction and data visualization tools.
• Experience & understanding APIs and related technologies.
• Background in telecommunications.

Location

This role will be Remote, and based in India (either Karnataka, Maharashtra, Telangana, Tamil Nadu or New Delhi only)

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.