About the role
At Twilio, the team responsible for global phone number operations is seeking a remote Onboarding Operations Specialist based in India. This team plays a vital role in managing the infrastructure that ensures worldwide connectivity, focusing on customer support for number porting, Sender IDs, and access to phone numbers. The role involves engaging with customers, resolving issues, and learning new processes to maintain smooth operations in a dynamic environment.
The day-to-day tasks include handling customer inquiries via email, troubleshooting basic to intermediate problems, and escalating complex issues to higher levels. The specialist will log interactions, categorize issues, and respond confidently to both external and internal questions. They will also work independently and collaborate with technical teams to improve processes and ensure service quality.
Candidates should have 1-3 years of experience, excellent communication skills, and a customer-centric approach. Experience with email handling, international stakeholder management, and root cause analysis is preferred. Knowledge of tools like Zendesk, JIRA, and SQL queries is advantageous. The role offers flexibility to work remotely within India, with occasional travel for team or project meetings, and emphasizes continuous learning and team collaboration.