Remote Product Operations Specialist

Summary

Join the team as Twilio’s next Product operations Specialist (L1). At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Requirements

• Ability to work in rotational shifts  9:00AM CT - 5:00PM CT or 11:00- 7:00PM CT
• Able to manage daily caseload and respond within SLAs
• Experience Required: 1 - 2 Yrs working in a call center environment
• Previous experience logging tickets and responding to email inquiries
• Ability to prioritize tasks
• Ready to take up additional tasks depending on requirements
• You’re empathetic and customer centric to the core
• You’re a clear verbal and written communicator. 
• You’re introspective and committed to continuous self-improvement
• You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals
• You’re able to complete tasks in core areas within SLAs

Responsibilities

• Provide support for common customer inquiries received by support tickets to ensure customers have an excellent experience with Twilio
• Assess the nature of product or service issues and resolve basic level problems
• Log customer interactions and tag/categorize issues accordingly
• Provide onboarding support for internal account teams who require assistance for their customers
• Learn new onboarding and compliance regulations across our North American and International markets. 
• Partner with L2 team members to refresh and update current operational process flows
• Join weekly carrier partner calls to review ongoing applications
• Wear the Customer Shoes: Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio
• Draw the Owl: Assess the nature of product or service issues and resolve basic level problems
• Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly
• Be Bold: Learn new onboarding and compliance regulations across our North American and International markets. 
• Be an Owner: Provide onboarding support for internal account teams who require assistance for their customers

Benefits

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