Remote opportunity at
TwilioOnboarding Operations Specialist 1
Twilio provides communications software used by businesses and developers worldwide. This Onboarding Operations Specialist 1 job is an entry-level Level 1 role on the team that…
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About This Role
Twilio provides communications software used by businesses and developers worldwide. This Onboarding Operations Specialist 1 job is an entry-level Level 1 role on the team that runs Twilio's phone number operations around the globe. The group belongs to the company's Super Network organization, which builds the infrastructure that tracks, coordinates and delivers connectivity. The specialist works with customers on moving their numbers into Twilio, obtaining sender IDs, and getting the…
Job Description
Twilio provides communications software used by businesses and developers worldwide. This Onboarding Operations Specialist 1 job is an entry-level Level 1 role on the team that runs Twilio's phone number operations around the globe. The group belongs to the company's Super Network organization, which builds the infrastructure that tracks, coordinates and delivers connectivity.
The specialist works with customers on moving their numbers into Twilio, obtaining sender IDs, and getting the numbers their applications depend on. Daily work includes answering routine email questions, looking into product problems and fixing basic or moderately complex ones, and recording and labeling every interaction. The specialist also acts on notices from carrier partners, picks up new procedures across several subject areas, and passes harder cases to the Level 2 team through documented channels.
The role also means watching queues and task lists so service targets are met, working with engineers to refine procedures, and digging into the causes of recurring problems. Handling escalations across voice, chat and email, and communicating with stakeholders in other countries, are part of the experience the posting describes.
The posting asks for one to three years of experience and says candidates with non-traditional backgrounds are welcome. The job is remote and based in India, in Karnataka, Tamil Nadu, Telangana, Maharashtra and Delhi. Occasional travel for team or project meetings may be needed. No salary range is stated.
Responsibilities
- Answer routine customer questions by email so people have a smooth experience.
- Investigate product and service problems, fixing the simple and mid-level ones.
- Record each interaction and label issues consistently.
- Act on incoming notices from carrier partners.
- Pass complex issues quickly to the Level 2 team through documented escalation paths.
- Watch queues and task lists to keep service targets on track.
- Work with engineers to refine procedures and suggest improvements.
- Investigate root causes when problems repeat.
Requirements
- One to three years of experience, depending on the candidate.
- Strong written email skills and experience handling escalations across voice, chat and email.
- Experience working with stakeholders in other countries.
- Careful, organized and detail-oriented, with the ability to juggle several processes.
- Empathy and a customer-first attitude.
- Clear speaking and writing.
- Ability to complete core-area work within service level agreements.
Qualifications
- Experience running SQL queries.
- Knowledge of Zendesk or Jira.
Core Skills
Benefits
- Competitive pay and generous time off.
- Parental and wellness leave, healthcare and a retirement savings program.
- Support for volunteering and donations.
- Benefits differ by location.
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this role based?
The posting says the role is remote and based in India, in Karnataka, Tamil Nadu, Telangana, Maharashtra and Delhi.
Is a salary listed?
No. The posting does not state a salary range, though it mentions competitive pay that varies by location.
What experience is required?
The posting asks for one to three years of experience, depending on the candidate.
How do I apply?
The posting text does not describe the application steps.
Sample Interview Questions
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