At a glance
- Experience
- 1-3 years experience
- Workplace
- Remote
- Location
- India
About the role
- Twilio is seeking an Operations Specialist to join the team that runs Twilio’s phone number operations globally.
- This role will work directly with customers to help them port their phone numbers into Twilio, procure Sender IDs, and have access to phone numbers they require for their applications.
- The Product Operations Specialist is the first tier on the Level 1 team within Twilio’s Super Network.
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.
- Quickly and confidently triage complex issues via documented internal escalation paths.
Requirements
- You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes.
- 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
- 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
- You’re empathetic and customer centric to the core.
- You’re a clear verbal and written communicator.
- You’re able to complete tasks in core areas within SLAs
Benefits
- competitive pay
- generous time off
- ample parental and wellness leave
- healthcare
- retirement savings program
Workplace
- Remote-first work environment
Skills
- Zendesk
- JIRA
- SQL