Serve as a dedicated point of contact for ISVs as they routinely port phone numbers to Twilio and manage one-time porting projects for direct customers.
Provide support for common customer inquiries received by email to ensure they have an excellent experience with Twilio.
Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
Learn and develop 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 team leads, managers, engineering, or product teams and know which is appropriate in each case.
Effectively respond to moderately complex questions from customers (external and internal) in core areas and basic questions across multiple areas.
Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain.

At least 1 year of experience working on an Operations team.
You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes.
You’re empathetic and customer centric to the core.
You’re a clear verbal and written communicator.
You are calm under pressure as you respond to escalations and quickly troubleshoot incidents.
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.

Phone Numbers Operations Specialist

About this role