入职运营专员
Onboarding Operations Specialist
**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](https://customers.twilio.com/)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[以远程优先的工作方式](https://www.twilio.com/en-us/blog/open-work)，并拥有强大的连接和全球包容文化，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，这些团队成员有着多样化的经历，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，让工作真正有成就感。你的职业发展掌握在自己手中。
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**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实的Twilions做出！
此外，虽然我们是一家以远程优先的公司，但你可能会被要求偶尔亲自到场参加团队聚会、部门会议或客户会议。
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**在Twilio看到自己的未来**
加入团队，成为Twilio的下一位入职运营专员（L1）
**职位简介**
Twilio正在寻找一名RCS（富通信服务）入职运营专员（L1）加入我们的全球入职与合规团队。这是一个入门级职位，专注于为客户提供贴心的服务，帮助他们在RCS领域中顺利前行。除了处理申请外，你还将提供高接触、主动的指导，作为值得信赖的合作伙伴，引导客户通过复杂的运营商要求和技术障碍。你的主要职责是确保行业合规性和运营卓越性，提供无缝且安全的体验，维护Twilio通信生态系统的可靠性。
入职与合规团队在维护Twilio生态系统中的信任和可靠性方面发挥着关键作用，通过防范欺诈行为并优化用户流程。你的工作将直接影响企业，帮助他们应对RCS入职过程中复杂的技术和监管环境，确保他们能够通过我们的全球通信网络高效且安全地与客户建立联系。
**职责**
在这个职位上，你将：
- 审查RCS申请并评估使用场景，以确保符合北美和国际运营商的法规并防止欺诈。
- 监控法规
查看英文原文
**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](https://customers.twilio.com/) and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to [remote-first work](https://www.twilio.com/en-us/blog/open-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 Onboarding operations Specialist (L1).
**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 world's 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 team's 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**
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.
- 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 company's 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**
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](https://www.twilio.com/company/values). Additionally, we empower employees to build [positive change in their communities](https://twilio.org/support-and-resources/impact-fund) 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.](https://www.twilio.com/company/jobs#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](http://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.