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TwilioOnboarding Operations Specialist 1
Twilio is seeking an Onboarding Operations Specialist 1 to join its global phone number operations team. In this remote position based in India, the successful candidate…
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About This Role
Twilio is seeking an Onboarding Operations Specialist 1 to join its global phone number operations team. In this remote position based in India, the successful candidate will assist businesses in bringing their telephone numbers onto the Twilio platform, obtaining Sender IDs, and securing necessary connectivity for their software applications. As an initial tier on the Level 1 team, the specialist helps power the company's Super Network infrastructure. This role involves…
Job Description
Twilio is seeking an Onboarding Operations Specialist 1 to join its global phone number operations team. In this remote position based in India, the successful candidate will assist businesses in bringing their telephone numbers onto the Twilio platform, obtaining Sender IDs, and securing necessary connectivity for their software applications. As an initial tier on the Level 1 team, the specialist helps power the company's Super Network infrastructure.
This role involves handling email inquiries, evaluating service problems, organizing customer feedback, and processing notifications from carrier partners. Candidates should be capable of working autonomously, prioritizing multiple tasks, and escalating intricate technical issues to the Level 2 group.
Responsibilities
- Answer customer inquiries via email to support telephone number porting and Sender ID procurement
- Evaluate service and product problems to resolve basic and intermediate issues
- Document customer interactions and categorize reported problems
- Adapt to new workflows across multiple areas to keep operations functioning effectively
- Process and action incoming notifications from carrier partners
- Escalate complex problems quickly to the Level 2 group using established paths
- Collaborate with technical staff to understand core processes and apply improvements
Requirements
- Thorough, organized, and detail-oriented work habits with the ability to execute multiple processes
- One to three years of prior experience
- Background in advanced email writing and handling international escalations through voice, chat, and email
- Experience managing international stakeholders
- Monitor tasks and queues to ensure service level agreements are met
- Strong verbal and written communication skills
- Ability to work independently as well as within cross-functional teams
Qualifications
- Experience running SQL queries
- Familiarity with Zendesk
- Knowledge of JIRA
Core Skills
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare coverage
- Retirement savings program
- Support for employee volunteering and donation efforts
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this position located?
This role is based remotely in India, specifically within the regions of Karnataka, Tamil Nadu, Telangana, Maharashtra, and Delhi.
What is the employment type?
The posting specifies the employment type as full-time.
What salary is offered for this role?
The source posting does not specify a salary for this position.
Will travel be required for this position?
Yes, occasional travel may be required to participate in project meetings or in-person team gatherings.
Sample Interview Questions
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