Phone Numbers Operations Specialist

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

📋 Description

• Assist Twilio’s Porting and Hosting Operations as part of the Global Number Management team.

• Accurately and promptly manage incoming porting requests to ensure smooth transitions of phone numbers and hosted services.

• Work collaboratively with engineers, support agents, product managers, and carrier partners.

• Provide operational insights, documentation, and solutions to colleagues and partner teams.

• Maintain precise records of porting processes, number hosting cases, escalations, and system usage.

• Keep internal knowledge bases and documentation current.

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

• Safeguard customer data and make ethical decisions in sensitive porting and routing scenarios.

• Recognize recurring problems and inefficiencies, and enhance workflows, tools, or automation.

• Surpass SLAs while optimizing operational quality and efficiency.

⛳️ Requirements

• A minimum of 2 years of experience in BPO, customer campaigns, tech support, customer operations, product operations, customer service, QA, or other related fields.

• Bilingual proficiency in Spanish and English.

• Exceptional organizational skills and the ability to manage detailed processes with precision.

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

• Strong structured thinking abilities.

• Basic knowledge of AI prompting and workflow creation.

• Excellent verbal and written communication skills with both internal and external partners.

• Comfortable working with ticketing systems such as Excel, Zendesk, and JIRA, as well as spreadsheets and internal platforms.

• Ability to quickly learn, adapt to changing processes, and work independently while collaborating across functions.

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

🏝️ Benefits

• Competitive salary.

• Generous time off.

• Parental leave.

• Wellness leave.

• Healthcare benefits.

• Retirement savings program.

• Support for volunteering and donations.

• Remote-first work culture.