See yourself at Twilio
Join the team as our next Phone Number Operations Specialist I
The Who, What, Where and Why
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 short codes and Sender IDs, and have access to phone numbers they require for their applications. The Product Operations Specialist II role is the second tier on the Level 1 team. The Product Operations team is a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.
Who?
As a Phone Number Operations Specialist I, Twilio is looking for someone who lives the Twilio Magic. You also have:
You're thorough, organized, and diligent, and you’re able to prioritize and implement multiple processes.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 learning quickly and mastering complicated systems.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.You have 1.5 - 3 years of working on an Operations team.You’re able to complete tasks in core and related areas within SLAs.
What?
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-to-intermediate level problems.Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.Be Bold: Learn new processes across a variety of subject areas and ensure our operations are running smoothly.Respond to and action incoming carrier partner notifications.No Shenanigans: Quickly and confidently manage complex issues in a timely manner for customers and internal teams.Doesn’t Settle: Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas.Be An Owner: Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain
On the Product Operations team, our primary goal is operating efficiently to ensure our customers have access to purchase and port phone numbers around the globe. We are focused on operational efficiency to deliver an excellent customer experience. We are a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.
Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed, and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion, and innovation, and we want you and your ideas to thrive at Twilio
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
Desired:
Location
This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi) Preferably from Bangalore if possible.
Shift Timings - 5.30 am to 2.30pm / 3.30pm to 12.30am IST hours, rotational once in two or three months - based on business requirements may have to continue in the same shifts. Flexible!
9 am to 6pm IST hours (Based on business need for the general shift no shift allowance
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!
If this role isn't what you're looking for, please consider other open positions.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately <10%> travel is anticipated to help you connect in-person in a meaningful way.
Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.