- Company: Twilio
- Location: Remote – India
- Job type: Full-time
About the role
Twilio is looking for an Onboarding Operations Specialist to join the team managing phone number operations globally. As a Level 1 specialist, you will work directly with customers to help them port phone numbers, procure Sender IDs, and access the numbers needed for their applications. This position is part of the Super Network team, which focuses on providing the infrastructure for global connectivity.
Responsibilities
- Handle common customer inquiries via email to ensure a positive experience.
- Assess product or service issues and resolve basic to intermediate problems.
- Log customer interactions and categorize issues accurately.
- Learn new processes across various subject areas to keep operations running smoothly.
- Respond to and action incoming carrier partner notifications.
- Triage complex issues to the Level 2 team when necessary.
- Work independently to troubleshoot issues within your team’s domain.
Requirements
- 1 to 3 years of relevant experience.
- Strong skills in advanced email writing and handling international escalations via voice, chat, and email.
- Experience in monitoring tasks and queues to ensure SLAs are met.
- Ability to interact with technical teams to understand processes and implement improvements.
- Previous experience in root cause analysis.
- Strong verbal and written communication skills.
- Detail-oriented, organized, and capable of prioritizing multiple processes.
- Knowledge of SQL, Zendesk, or JIRA is an added advantage.
Pay and benefits
Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program. Specific benefits may vary by location. The role is based remotely in India, specifically in Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi. Occasional travel may be required for in-person team meetings or customer interactions.
How to apply
Apply directly on Twilio’s own careers website. Omadaily never charges job seekers.
