Phone Number Operations Specialist

This is a fully remote position, open to applicants in Estonia.

📋 Description

• Act as the primary contact for Independent Software Vendors (ISVs) transitioning phone numbers to Twilio, overseeing one-time porting projects for direct clients.

• Offer email assistance for frequently asked customer queries.

• Evaluate product or service challenges and address basic to intermediate issues.

• Acquire and refine new processes across diverse subject matters.

• Address and act on incoming notifications from carrier partners.

• Direct complex problems to team leaders, managers, engineering, or product teams.

• Answer moderately complex customer inquiries in key areas and basic questions across various domains.

• Independently diagnose and identify solutions within the team's scope.

⛳️ Requirements

• Meticulous, organized, detail-oriented, and capable of prioritizing and executing multiple processes.

• Background in customer service.

• Excellent verbal and written communication skills.

• Composed under pressure when dealing with escalations and troubleshooting issues.

• Quick learner with the ability to master complex systems.

• Capability to work autonomously and collaboratively within a team.

• Proficient in completing tasks in core areas within Service Level Agreements (SLAs).

• Minimum of 1 year experience in an Operations team.

• Previous experience in the telecommunications industry (preferred).

• Basic understanding of SQL and related tools (preferred).

🏝️ Benefits

• Competitive compensation.

• Generous paid time off.

• Comprehensive parental leave.

• Wellness leave.

• Healthcare coverage.

• Retirement savings plan.

• Support for volunteering and donations.