Product Operations Specialist I
Because you belong at Twilio
The Who, What, Where & Why
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.
As a Product Operations Specialist I,
- 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.
As a Product Operations Specialist I, you will
- 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 & resolve basic-to-intermediate level problems.
- Log customer interactions & tag/categorize issues accordingly.
- Learn new processes across a variety of subject areas & ensure our operations are running smoothly.
- Respond to & action incoming carrier partner notifications.
- Quickly & confidently triage complex issues via documented internal escalation paths.
- Effectively respond to all basic & some advanced questions from customers (external & internal) in your core area.
On the Product Operations team, our primary goal is operating efficiently to ensure our customers have access to purchase & port phone numbers around the globe. We are focused on operational efficiency to deliver an excellent customer experience. We are a key part of Twilios Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, & delivers the world's connectivity.