Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio.
Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
Log customer interactions and tag/categorize issues accordingly.
Learn new processes across a variety of subject areas and ensure our operations are running smoothly.
Respond to and action incoming carrier partner notifications.
Quickly and confidently triage complex issues to the Level 2 team.
Effectively respond to advanced questions from customers (external and internal) in core area and intermediate questions across multiple areas.
Work independently to troubleshoot/determine resolution for issues across the entirety of your team's domain.

You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes.
Experience Required: 1
3 Yrs*( depending on candidature)
Strong technical background need not apply
Previous experience into Advanced Email writing, handling international escalations(voice, chat and email)
International stakeholder handling
Monitoring tasks and queues, ensuring SLAs aren’t breached for self and the team
Interaction with the technical team frequently to understand the core nature of the process and implement process improvements as in when demanded
Previous experience into doing root cause analysis
Ready to take up additional tasks depending on requirements
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.

Onboarding Operations Specialist

About this role