See yourself at Twilio

Join the team as Twilios next Product Operations Specialist (L1).

Who we are & why were hiring

Twilio powers real-time business communications & data solutions that help companies & developers worldwide build better applications & customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia & Australia. We're on a journey to becoming a global company that actively opposes racism & all forms of oppression & bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

Twilio is seeking an Operations Specialist to join the team that runs Twilios phone number operations globally. This role will work directly with customers to help them port their phone numbers into Twilio, procure short codes & Sender IDs, & have access to phone numbers they require for their applications. The Level 1 role is an entry level Product Operations role. The Product Operations team is a key part of Twilios Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, & delivers the world's connectivity.

Responsibilities

In this role, youll:

• Wear the Customer Shoes: Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio.
• Draw the Owl: Assess the nature of product or service issues & resolve basic-to-intermediate level problems.
• Ruthlessly Prioritize: Log customer interactions & tag/categorize issues accordingly.
• Be Bold: Learn new processes across a variety of subject areas & ensure our operations are running smoothly. 
• Empower Others: Respond to & action incoming carrier partner notifications. 
• No shenanigans: Quickly & confidently triage complex issues via documented internal escalation paths.  
• Be an Owner: Effectively respond to all basic & some advanced questions from customers (external & internal) in your core area.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, & we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

You also have:

• You're thorough, organized, & detail-oriented, & youre able to prioritize & execute multiple processes.
• Youre empathetic & customer centric to the core.
• Youre a clear verbal & written communicator. 
• Youre introspective & committed to continuous self-improvement.
• Youre capable of learning quickly & mastering complicated systems.
• Youre capable of working independently but also energized from working within a team & cross-functionally to achieve the company's goals.
• Youre able to complete tasks in core area within SLAs.
• English & Spanish fluency is mandatory.

Location 

This role will be Remote & based in Colombia.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental & wellness leave, healthcare, a retirement savings program, & much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, & are always up for trying new things. That's why we seek out colleagues who embody our values something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering & donation efforts.

So, if you're ready to unleash your full potential, do your best work, & be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.