电话号码运营专员 L2
Phone Numbers Operations Specialist L2
我们是谁
在 Twilio，我们正在塑造通信的未来，一切都在家中的舒适环境中进行。我们为数十万家企业提供创新解决方案，并赋能全球数百万开发者打造个性化的客户体验。
我们致力于远程优先的工作方式，以及强调连接和全球包容性的文化，这意味着无论你身处何地，你都是一个充满活力的团队的一部分，这个团队拥有丰富的经验，每天都在产生全球影响。随着我们继续革新世界互动的方式，我们不断学习新技能和经验，让工作真正令人满意。你的职业发展掌握在你自己手中。
招聘与我们的工作方式
我们使用人工智能（AI）来帮助提高招聘流程的效率。但与此同时，每个招聘决定都由真正的 Twilions 做出！
此外，虽然我们是一家远程优先的公司，但你可能会被要求临时到现场参加团队聚会、部门会议或客户会议。
在 Twilio 看见自己
加入我们，成为 Twilio 下一任电话号码运营专家 L2
职位简介
Twilio 正在寻找一名运营专家加入负责全球电话号码运营的团队。该职位将直接与客户合作，帮助他们将电话号码转移到 Twilio，确保整个过程顺畅且个性化。产品运营团队是 Twilio 超级网络的重要组成部分，其使命是提供基础设施，用于目录管理、协调并交付全球的连接性。
职责
在这个职位上，你将：
- 作为 ISV 的专属联系人，协助他们定期将电话号码转移到 Twilio，并处理直接客户的单次转移项目。
- 作为 EMEA/APAC 市场拓展团队的专属联系人，处理与转移项目相关的事务。
- 回复通过电子邮件收到的常见客户咨询，确保他们拥有出色的 Twilio 使用体验。
- 评估产品或服务问题的性质，并解决基础到中级水平的问题。
- 学习并开发各种主题的新流程，确保我们的运营顺利进行。
- 回应并处理来自运营商合作伙伴的通知。
- 快速而自信地对复杂问题进行分类，将其转交给团队领导、经理、工程或产品团队，并在每种情况下知道应该转给谁。
- 有效回应来自客户的中级到高级问题。
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Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, 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.
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Hiring and how we work
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
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.
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See yourself at Twilio
Join the team as Twilio’s next Phone Numbers Operations Specialist L2
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, 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.
Responsibilities
In this role, you’ll:
- 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.
- Serve as a dedicated point of contact for Twilio’s Go To Market team in EMEA/APAC with regard to porting projects.
- Provide support for common customer inquiries received by email to ensure they have an excellent experience with Twilio.
- Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
- Learn and develop 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 team leads, managers, engineering, or product teams and know which is appropriate in each case.
- Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas.
- Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain.
Qualifications
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!
*Required:
- You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes.
- You’re empathetic and customer centric to the core, with experience in customer service.
- You’re a clear verbal and written communicator.
- You are calm under pressure as you respond to escalations and quickly troubleshoot incidents.
- 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 company's goals.
- You’re able to complete tasks in core areas within SLAs.
- You have at least 3 years of experience working on an Operations team.
Desired:
- Previous experience in telecommunications or financial services
- Previous sales experience
- Knowledge of SQL and related tools
Location
This role will be remote, and based in India.(Karnataka, Tamil Nadu, Telangana, Maharastra, 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
Working at Twilio offers many benefits, including competitive pay, 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. That's 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 you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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Stay alert to recruitment fraud
We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.
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Twilio is proud to be an equal opportunity 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.