Twilio is hiring a
Product Operations Specialist, Remote - India

Summary

The job description is for a Product Operations Specialist (L3) at Twilio. The role involves managing phone number operations globally, providing support to customers, and ensuring smooth running of operations. The position requires 4-7 years of experience, with a strong background in advanced email writing, international escalations, and interaction with technical teams. The role is based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi) and may require occasional travel.

Requirements

• Ability to work in rotational shifts (04:30 AM -13:30 PM or 16:30 PM - 01:30 AM)
• Thorough, organized, and detail-oriented, able to prioritize and execute multiple processes
• Experience Required: 4 - 7 Yrs*( depending on candidature)
• Strong technical background need not apply
• Previous experience into Advanced Email writing, handling international escalations(voice, chat and email)
• International stakeholder handling
• Monitoring tasks and queues, ensuring SLAs aren’t breached for self and the team
• Coach as per requirement to individuals in the team
• Interaction with the technical team frequently to understand the core nature of the process and implement process improvements as in when demanded
• Previous experience into doing root cause analysis
• Ready to take up additional tasks depending on requirements
• Empathetic and customer centric to the core
• Clear verbal and written communicator
• Introspective and committed to continuous self-improvement
• Capable of learning quickly and mastering complicated systems
• Capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals
• Able to complete tasks in core areas within SLAs
• Should be able to manage the team and the process during manager’s absence

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 triage complex issues to the Level 2 team
• Effectively respond to advanced questions from customers (external and internal) in core area and intermediate questions across multiple areas
• Work independently to troubleshoot/determine resolution for issues across the entirety of your team's domain
• Coach and mentor less experienced teammates

Benefits

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