Phone Numbers Operations Specialist

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

📋 Description

• Oversee inbound phone number porting requests with precision, urgency, and care.

• Assist with phone number hosting and facilitate smooth customer transitions to Twilio.

• Work in collaboration with engineers, support representatives, product managers, and carrier partners.

• Keep accurate records of porting workflows, hosting cases, escalations, and system utilization.

• Ensure internal knowledge bases and documentation are consistently updated.

• Adhere to industry and regulatory standards concerning number portability and telecom compliance.

• Safeguard customer data and make ethical choices in sensitive porting and routing situations.

• Identify persistent issues and inefficiencies in porting and hosting procedures.

• Enhance workflows, tools, or automation based on operational insights.

• Surpass SLAs and improve operational quality and efficiency.

⛳️ Requirements

• Minimum of 2 years of experience in BPO, customer campaigns, tech support, customer operations, product operations, customer service, QA, or similar customer service sectors.

• Bilingual proficiency in Spanish and English.

• Excellent organizational skills with the capability to manage detailed processes accurately.

• Basic competence in data analysis using Excel/Google Sheets, SQL, or automation tools.

• Fundamental understanding of AI prompting and workflow creation.

• Outstanding verbal and written communication skills with both internal and external stakeholders.

• Familiarity with ticketing systems such as Excel, Zendesk, and JIRA, alongside spreadsheets and internal platforms.

• Quick learner with the ability to adapt to evolving processes and work independently while engaging cross-functionally.

• Customer-focused mindset with a keen attention to detail and a proactive approach.

🏝️ Benefits

• Competitive compensation.

• Generous time off policy.

• Comprehensive parental leave.

• Wellness leave provisions.

• Healthcare benefits.

• Retirement savings plan.

• Support for volunteering and charitable donations.