Phone Number Operations Specialist L2

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, procure short codes and Sender IDs, and have access to phone numbers they require for their applications. The Phone Number Operations Specialist L2 role is the second tier on the Level 1 team. The Product Operations team is a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity. As a Phone Number Operations Specialist L2, Twilio is looking for someone who lives the Twilio Magic. You also have: You're thorough, organized, and diligent, and you’re able to prioritize and implement multiple processes. You’re empathetic and customer centric to the core. You’re a clear verbal and written communicator. You’re introspective and committed to continuous self-improvement. You’re capable of learning quickly and mastering complicated systems. You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals. You’re able to complete tasks in core areas within SLAs. You have 3-4 years of working on an Operations team. You’re able to complete tasks in core and related areas within SLAs. As a Phone Number Operations Specialist L2, you will: 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 and resolve basic-to-intermediate level problems. Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly. Be Bold: Learn new processes across a variety of subject areas and ensure our operations are running smoothly. Respond to and action incoming carrier partner notifications. No Shenanigans: Quickly and confidently manage complex issues in a timely manner for customers and internal teams. Doesn’t Settle: Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas. Be An Owner: Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain.

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications.