Phone Numbers Operations Specialist, Level 2

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

📋 Description

• Deliver email assistance to Twilio customers.

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

• Address intermediate to advanced inquiries from customers and internal teams in core areas, as well as basic queries across various topics.

• Document customer interactions and categorize issues appropriately.

• Acquire knowledge of processes across different subject areas to facilitate smooth operations.

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

• Effectively manage complex customer and internal team challenges in a timely and transparent manner.

• Assist with the phone number porting process into Twilio.

• Obtain short codes and Sender IDs.

• Aid customers in securing phone numbers for their applications.

⛳️ Requirements

• Willingness to work flexibly in rotational shifts.

• 4-6 years of experience in roles involving global customers, particularly in operations or customer-facing teams, ideally in the eCommerce or Telecommunications sectors.

• Basic knowledge of SQL.

• Familiarity with APIs and data analytics.

• A genuine interest in collaborating with customers and carriers to resolve issues using data, along with empathy.

• Detail-oriented with excellent organizational abilities and comfort in uncertain situations.

• Strong written and verbal communication skills above average.

• Capability to express concepts and ideas clearly and succinctly.

• Eagerness to collaborate with communications partners and industry stakeholders.

• Effective time management and organizational skills.

• Ability to perform well under pressure.

• Preferred: practical experience with SQL, Looker, Tableau, or similar data extraction and visualization tools.

• Preferred: experience with APIs and associated technologies.

• Background in Telecommunications is preferred.

🏝️ Benefits

• Competitive salary.

• Generous time-off policy.

• Extensive parental and wellness leave.

• Healthcare benefits.

• Retirement savings program.

• Remote-first work environment.

• Opportunities to engage in project or team meetings in person.

• Support for employee volunteering and charitable contributions.