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TwilioOnboarding Operations Specialist 1
Twilio is hiring an Onboarding Operations Specialist (Level 1) for the group that handles phone number operations around the world. The post is remote and based…
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About This Role
Twilio is hiring an Onboarding Operations Specialist (Level 1) for the group that handles phone number operations around the world. The post is remote and based in India, in Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi. The role is the entry tier of the Level 1 team inside Product Operations. The specialist helps customers move existing numbers onto Twilio, register Sender IDs, and secure the numbers their applications depend on.…
Job Description
Twilio is hiring an Onboarding Operations Specialist (Level 1) for the group that handles phone number operations around the world. The post is remote and based in India, in Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi. The role is the entry tier of the Level 1 team inside Product Operations.
The specialist helps customers move existing numbers onto Twilio, register Sender IDs, and secure the numbers their applications depend on. Other responsibilities include answering routine questions that arrive by email, handling the simpler and mid-level problems, recording and labeling every case, and acting on notices from carrier partners. Harder problems go up to the Level 2 team.
The job also includes picking up new workflows, watching queues so service targets hold, and working with technical staff to put process fixes in place. The listing asks for one to three years of experience, depending on the candidate, and expects the specialist to take on extra tasks as requirements change.
Good candidates are methodical, careful with details, kind to customers, and comfortable both on their own and inside a team.
Responsibilities
- Respond to routine email questions from customers and keep their experience positive
- Diagnose product problems and resolve the simpler and mid-level ones
- Record each customer contact and label the issue category correctly
- Learn new processes across several subject areas and keep operations running smoothly
- Respond to and act on incoming notifications from carrier partners
- Escalate complex issues quickly to the Level 2 team through documented paths
Requirements
- Methodical, orderly, and detail-focused, able to juggle several processes
- Experience writing polished emails and handling international escalations across voice, chat, and email
- Experience managing overseas stakeholders and tracking queues so that service levels hold
- Experience collaborating with technical teams and carrying out root-cause investigations
- Clear speaking and writing, plus quick learning of complex systems
- Capacity to work solo or as part of a group, finishing core tasks within service levels
Qualifications
- Ability to run SQL queries
- Familiarity with Zendesk and JIRA
Core Skills
Benefits
- Pay that is competitive for the market
- Ample time away from work
- Leave for parents and for wellness needs
- Medical coverage
- A savings plan for retirement
- Exact benefits differ depending on location
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role based?
The posting says the role is remote and based in India, in Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi.
What employment type is this?
The posting describes this as a full-time position.
What salary applies?
The posting does not state a salary range for this role.
What experience is required?
The posting asks for 1 to 3 years of experience, depending on the candidate, including advanced email writing and escalation handling.
How do I apply?
The posting does not describe specific application steps. It warns that legitimate Twilio recruiters use official twilio.com email addresses.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.