Onboarding Operations Specialist 1 at Twilio

Twilio

Remote - India·7h ago

Mid LevelFull-timeAI

Salary Range

$14,450 - $19,550 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

Twilio is seeking an Operations Specialist to join the team that runs Twilio’s phone number operations globally. This role will work directly with customers to help them port their phone numbers into Twilio and procure Sender IDs.

Key Responsibilities

→Provide support for common customer inquiries received by email
→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
→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
→Work independently to troubleshoot/determine resolution for issues

Requirements

✓You're thorough, organized, and detail-oriented
✓Experience Required: 1 - 3 years
✓Previous experience in Advanced Email writing and handling international escalations
✓International stakeholder handling
✓Monitoring tasks and queues, ensuring SLAs aren’t breached
✓Interaction with the technical team frequently
✓Previous experience in doing root cause analysis
✓Empathetic and customer centric
✓Clear verbal and written communicator
✓Capable of learning quickly and mastering complicated systems
✓Capable of working independently and within a team
✓Able to complete tasks within SLAs