Product Operations Specialist 1

See yourself at Twilio

Join the team as Twilio’s next Product operations Specialist (L1).

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

Twilio is seeking an Operations Specialist to join the team that runs Twilio’s short code  operations globally. This role will work directly with customers to help them procure short codes numbers they require for their applications. Product Operations Specialist are the front line specialist within the Short Code operations org. The Short Code 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 support tickets to ensure customers have an excellent experience with Twilio.
• Assess the nature of product or service issues and resolve basic level problems.
• Log customer interactions and tag/categorize issues accordingly.
• Provide onboarding support for internal account teams who require assistance for their customers
• Learn new onboarding and compliance regulations across our North American and International markets. 
• Partner with L2 team members to refresh and update current operational process flows.
• Join weekly carrier partner calls to review ongoing applications
• 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 level problems
• Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.
• Be Bold: Learn new onboarding and compliance regulations across our North American and International markets. 
• Be an Owner: Provide onboarding support for internal account teams who require assistance for their customers

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate with rich experience in product handling, escalations, we encourage applicants with alternative experiences to also apply. We are always looking for people who will bring something new to the table!

Required:

• Ability to work in rotational shifts  9:00AM CT - 5:00PM CT or 11:00- 7:00PM CT
• Able to manage daily caseload and respond within SLAs
• Experience Required: 1 - 2 Yrs working in a call center environment
• Previous experience logging tickets and responding to email inquiries
• Ability to prioritize tasks
• 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 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:

• Familiarity with Microsoft Word and Microsoft Excel
• Previous experience working in a ticketing system
• Experience handling tasks within a desired SLA

Location

This role will be based remotely in Colombia 

Travel 

This role will not require any Travel.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected].