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Twilio is seeking an Onboarding Operations Specialist to join the team managing phone number operations globally. This is a Level 1 role within the Product Operations team, which is part of Twilio's Super Network—the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.
You will work directly with customers to help them port phone numbers into Twilio, procure Sender IDs, and gain access to phone numbers required for their applications. You'll be the first tier of support, handling customer inquiries via email and ensuring an excellent experience throughout the onboarding process.
Key responsibilities include:
- Provide email support for common customer inquiries and ensure excellent customer experience
- Assess the nature of product or service issues and resolve basic-to-intermediate level problems
- Log customer interactions and tag/categorize issues appropriately
- 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 quickly and confidently
- Respond to advanced questions from customers (external and internal) in your core area and intermediate questions across multiple areas
- Work independently to troubleshoot and determine resolutions for issues within your team's domain
- Embody Twilio values: wear customer shoes, draw the owl (assess issues), ruthlessly prioritize, be bold, and be an owner
You'll work in a remote-first environment but may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings. Occasional travel may be required for project or team in-person meetings.
Requirements:
- 1–3 years of relevant experience (depending on candidature)
- Thorough, organized, and detail-oriented with ability to prioritize and execute multiple processes
- Strong technical background is not required
- Previous experience with advanced email writing and handling international escalations (voice, chat, email)
- Experience with international stakeholder handling
- Ability to monitor tasks and queues, ensuring SLAs are not breached for self and team
- Frequent interaction with technical teams to understand core processes and implement improvements
- Previous experience with root cause analysis
- Willingness to take on additional tasks as required
- Empathetic and customer-centric mindset
- Clear verbal and written communication skills
- Introspective and committed to continuous self-improvement
- Capable of learning quickly and mastering complicated systems
- Able to work independently and collaboratively across functions
- Ability to complete core area tasks within SLAs
Desired qualifications:
- SQL query experience
- Knowledge of Zendesk or JIRA
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
