Phone Numbers Operations Specialist 1

Job Description

Twilio is seeking a Product Operations Specialist I to support their Porting and Hosting Operations. This role is a key component of Twilio’s Global Number Management team and ensures customers can seamlessly port phone numbers, manage number hosting, and experience reliable service during transitions. The Product Operations Specialist I will work across carrier networks, internal tools, and product teams to troubleshoot, coordinate, and optimize porting workflows at scale.

The Level 1 role is an entry-level position ideal for someone who is detail-oriented, process-driven, with excelsior customer servicing skills and excited to work at the intersection of product, operations, and telecom. This position plays a vital role in ensuring Twilio’s phone number experience remains best-in-class.

Responsibilities:

• Champion the customer experience by managing inbound porting requests with care, urgency, and accuracy.
• Collaborate with a diverse team of engineers, support agents, product managers, and carrier partners.
• Proactively share insights, documentation, and solutions with peers and partner teams to make operational processes easier and more transparent.
• Maintain accurate records of porting workflows, number hosting cases, escalations, and system usage.
• Follow industry and regulatory standards in number portability and telecom compliance.
• Take initiative in solving problems and navigating complexity, even when documentation is limited.
• Identify recurring issues and inefficiencies in porting and hosting operations.
• Aim to exceed SLAs and continuously look for ways to optimize how we execute core operations.

Requirements:

• 1–2 years of experience in BPO, customer campaigns, tech support, customer operations, product operations, customer service, QA or other related areas of customer service.
• Bilingual: Spanish and English proficiency
• Strong organizational skills and ability to manage detailed processes with accuracy.
• Excellent verbal and written communication, both internally and with external partners.
• Comfort working with tools like ticketing systems (Excel, Zendesk, JIRA), spreadsheets, and internal platforms.
• Able to learn quickly, adapt to changing processes, and work independently while collaborating cross-functionally.
• Customer-centric mindset with strong attention to detail and a proactive attitude.

What Twilio Offers:

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program