Phone Number Operations Specialist

<div class="content-intro"><p><strong>Who we are&nbsp;</strong></p> <p>At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to<a class="c-link" href="https://customers.twilio.com/" target="_blank" data-stringify-link="https://customers.twilio.com/" data-sk="tooltip_parent">&nbsp;hundreds of thousands of businesses&nbsp;</a>and empower millions of developers worldwide to craft personalized customer experiences.</p> <p>Our dedication to <a class="c-link" href="https://www.twilio.com/en-us/blog/open-work" target="_blank" data-stringify-link="https://www.twilio.com/en-us/blog/open-work" data-sk="tooltip_parent">remote-first work</a>, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.<br><span style="color: rgb(255, 255, 255);">.</span></p> <p><strong>Hiring and how we work</strong></p> <p>We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!&nbsp;</p> <p>Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.&nbsp;<br><span style="color: rgb(255, 255, 255);">.</span></p></div><p><strong>See yourself at Twilio</strong></p> <p>Join the team as Twilio’s next <strong>Phone Numbers Operations Specialist</strong>.</p> <p><strong>About the job</strong></p> <p>We are 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, ensuring a smooth and seamless process with personalized attention. 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.</p> <p><strong>Responsibilities</strong></p> <p>In this role, you’ll:</p> <ul> <li>Serve as a dedicated point of contact for ISVs as they routinely port phone numbers to Twilio and manage one-time porting projects for direct customers.</li> <li>Provide support for common customer inquiries received by email to ensure they have an excellent experience with Twilio.</li> <li>Assess the nature of product or service issues and resolve basic-to-intermediate level problems.</li> <li>Learn and develop new processes across a variety of subject areas and ensure our operations are running smoothly.</li> <li>Respond to and action incoming carrier partner notifications.</li> <li>Quickly and confidently triage complex issues to team leads, managers, engineering, or product teams and know which is appropriate in each case.</li> <li>Effectively respond to moderately complex questions from customers (external and internal) in core areas and basic questions across multiple areas.</li> <li>Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain.</li> </ul> <p><strong>Qualifications&nbsp;</strong></p> <p>Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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!</p> <p><strong>Required:</strong></p> <ul> <li>You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes.</li> <li>You’re empathetic and customer centric to the core, with experience in customer service.</li> <li>You’re a clear verbal and written communicator.&nbsp;</li> <li>You are calm under pressure as you respond to escalations and quickly troubleshoot incidents.</li> <li>You’re capable of learning quickly and mastering complicated systems.</li> <li>You’re capable of working independently but also energized from working within a team and cross-functiona