Phone Number Operations L1

Summary

Join Twilio as our next Phone Number Operations Specialist I and become part of the team managing Twilio’s global phone number operations. You will directly support customers with phone number porting, short code and Sender ID procurement, and number access for their applications. This role involves providing excellent customer support, troubleshooting issues, and collaborating with internal and external teams. The position requires 1.5-3 years of experience in a customer-facing operations role, preferably in eCommerce or telecommunications. You will need strong technical skills, including basic SQL and API understanding, and excellent communication and problem-solving abilities. Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• Willingness to work flexibly in rotational schedules
• You have 1.5 -3 years of experience working cases in the operations in the customers facing teams, preferably within an eCommerce or Telecommunications organization
• You have basic technical skills including basic SQL and an understanding of APIs and data analytics
• You’re empathetic and love working with customers and carriers to solve their problems and questions, backed with data
• You are detail-oriented with great organizational skills and comfortable with ambiguity
• You have above average written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise manner
• You are willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust
• You have good time management and organizational skills and are comfortable working under pressure

Responsibilities

• Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio
• Assess the nature of product or service issues and resolve basic-to-intermediate level problems
• Log customer interactions and tag/categorize issues accordingly
• Learn new processes across a variety of subject areas and ensure our operations are running smoothly
• Respond to and action incoming carrier partner notifications
• Quickly and confidently manage complex issues in a timely manner for customers and internal teams
• Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas
• Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain

Preferred Qualifications

• Has knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools
• Understanding APIs and related technologies
• Background in telecommunications is desired

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program