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Twilio is seeking a Phone Number Operations Specialist to join the team managing phone number operations globally. This role serves as a dedicated point of contact for ISVs and direct customers, guiding them through phone number porting processes into Twilio while ensuring a smooth, personalized experience.
You will be part of the Product Operations team within Twilio's Super Network, which provides the infrastructure that catalogs, orchestrates, and delivers global connectivity.
Key Responsibilities:
- Serve as primary contact for ISVs managing routine phone number ports and oversee one-time porting projects for direct customers
- Provide email support for customer inquiries, ensuring excellent experience with Twilio
- Assess and resolve basic-to-intermediate product or service issues
- Learn and develop new processes across subject areas to keep operations running smoothly
- Respond to and action incoming carrier partner notifications
- Triage complex issues to appropriate team leads, managers, engineering, or product teams
- Respond to moderately complex questions from customers (internal and external) in core areas and basic questions across multiple areas
- Work independently to troubleshoot and determine resolutions for issues across your team's domain
The role is remote-based in Estonia, though occasional travel may be required for project or team in-person meetings.
Requirements:
Required:
- At least 1 year of experience working on an Operations team
- Thorough, organized, and detail-oriented with ability to prioritize and execute multiple processes
- Empathetic and customer-centric with customer service experience
- Clear verbal and written communicator
- Calm under pressure when responding to escalations and troubleshooting incidents
- Capable of learning quickly and mastering complicated systems
- Able to work independently and collaboratively across functions
- Ability to complete tasks in core areas within SLAs
Desired:
- Previous experience in telecommunications
- Basic knowledge of SQL and related tools
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
