Onboarding Operations Specialist 1

Twilio is seeking an Onboarding Operations Specialist to join their team. This role is fully remote and based in India. The Onboarding Operations Specialist will provide crucial support for Twilio's phone number operations, interacting directly with customers to assist with porting phone numbers, procuring Sender IDs, and ensuring access to necessary phone numbers.

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 and ensure operations run smoothly.
• 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

• Ability to work in rotational shifts (5:30 PM - 2:30 AM or 9:00 PM - 6:00 AM).
• Thorough, organized, and detail-oriented with the ability to prioritize and execute multiple processes.
• 1-3 years of experience.
• Strong experience in Advanced Email writing, handling international escalations.
• Experience with International stakeholder handling.
• Monitoring tasks and queues, ensuring SLAs aren’t breached for self and the team.
• Interaction with the technical team frequently to understand the core nature of the process and implement process improvements as in when demanded.
• Previous experience into doing root cause analysis.
• Empathetic and customer centric to the core.
• Clear verbal and written communicator.
• Ready to take up additional tasks depending on requirements.
• Introspective and committed to continuous self-improvement.
• Capable of learning quickly and mastering complicated systems.
• Capable of working independently but also energized from working within a team and cross-functionally to achieve company goals.
• Able to complete tasks in core areas within SLAs.

What Twilio Offers

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• Retirement savings program.