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Twilio is seeking a Phone Numbers Operations Specialist L2 to join the Product Operations team managing Twilio's phone number operations globally. This role serves as a dedicated point of contact for ISVs and direct customers managing phone number porting projects, while supporting Twilio's Go To Market team in EMEA/APAC regions.
Key Responsibilities:
- Act as primary point of contact for ISVs during routine phone number porting to Twilio and manage one-time porting projects for direct customers
- Provide dedicated support to Twilio's Go To Market team in EMEA/APAC regarding porting projects
- Handle customer inquiries via email to ensure excellent experience with Twilio
- Assess and resolve basic-to-intermediate level product or service issues
- Learn and develop new processes across subject areas to ensure smooth operations
- Respond to and action incoming carrier partner notifications
- Triage complex issues to appropriate team leads, managers, engineering, or product teams
- Respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas
- Work independently to troubleshoot and determine resolution for issues across multiple areas in the team's domain
The role is part of Twilio's Super Network, whose mission is to provide infrastructure that catalogs, orchestrates, and delivers the world's connectivity. You may be required to travel occasionally for project or team in-person meetings.
Requirements:
Required:
- At least 3 years 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 experience in customer service
- 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 cross-functionally within a team
- Ability to complete tasks in core areas within SLAs
Desired:
- Previous experience in telecommunications or financial services
- Previous sales experience
- Knowledge of SQL and related tools
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
