Phone Numbers Operations Specialist

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

📋 Description

• Act as a primary contact for Independent Software Vendors (ISVs) as they regularly transfer phone numbers to Twilio and handle one-time porting projects for direct clients.

• Offer assistance for frequently asked customer inquiries received via email to guarantee they have a stellar experience with Twilio.

• Evaluate the nature of product or service challenges and address basic to intermediate level issues.

• Acquire knowledge and develop new procedures across various subject areas, ensuring our operations function seamlessly.

• Respond to and take action on incoming notifications from carrier partners.

• Swiftly and confidently escalate complex concerns to team leads, managers, engineering, or product teams, understanding the appropriate action for each scenario.

• Effectively address moderately complex inquiries from both external and internal customers in key areas, as well as basic questions across multiple domains.

• Work autonomously to troubleshoot and identify resolutions for issues within your team’s area of expertise.

⛳️ Requirements

• Minimum of 1 year of experience in an Operations team role.

• You are meticulous, organized, and detail-oriented, with the ability to prioritize and manage multiple processes effectively.

• You embody empathy and a customer-centric approach at your core.

• You possess strong verbal and written communication skills.

• You remain composed under pressure as you handle escalations and swiftly resolve incidents.

• You are introspective and dedicated to ongoing personal development.

• You have the capability to learn rapidly and master complex systems.

• You can work independently but also thrive in collaborative team environments to meet the company's objectives.

• You are able to accomplish tasks in core areas within Service Level Agreements (SLAs).

🏝️ Benefits

• Competitive salary

• Generous paid time off

• Extensive parental and wellness leave

• Healthcare coverage

• Retirement savings plan

• And much more.