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Onboarding Operations Specialist 1
Twilio
posted 25d ago
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Job Description
See yourself at Twilio
Join the team as Twilio s next Onboarding operations Specialist (L1).
Who we are & why we re hiring
Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.
Although were headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. Were on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.
About the job
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 Sender IDs, and have access to phone numbers they require for their applications. The Product Operations Specialist is the first 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 worlds connectivity.
Responsibilities
In this role, you ll:
- 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 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 our operations are running 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 (external and internal) in core area and intermediate questions across multiple areas.
- Work independently to troubleshoot/determine resolution for issues across the entirety of your teams domain.
- 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.
- Be an Owner: Effectively respond to all basic and some advanced questions from customers (external and internal) in your core area and quickly and confidently triage complex issues via documented internal escalation paths.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate with rich experience in product handling, escalations, we encourage applicants with alternative experiences to also apply. We are always looking for people who will bring something new to the table!
Required:
- Ability to work in rotational shifts 5:30PM -2:30AM or 09:00 PM - 06:00 AM)
- Youre thorough, organized, and detail-oriented, and you re able to prioritize and execute multiple processes.
- Experience Required: 1 - 3 Yrs*( depending on candidature)
- Strong technical background need not apply
- Previous experience into Advanced Email writing, handling international escalations(voice, chat and email)
- 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
- Ready to take up additional tasks depending on requirements
- 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 companys goals.
- You re able to complete tasks in core areas within SLAs.
Desired:
- Running SQL queries , having knowledge of Zendesk, JIRA would be an added advantage
Location
This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. Thats why we seek out colleagues who embody our values something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!
If this role isnt what youre looking for, please consider other open positions .
Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com .
Employment Type: Full Time, Permanent
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Operations Specialist 1 salary at Twilio
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₹6.6
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