Onboarding Operations Specialist

• Support common customer inquiries received by email
• Assess product or service issues and resolve basic-to-intermediate problems
• Log customer interactions and tag or categorize issues
• Learn processes across varied subject areas and keep operations running smoothly
• Respond to and action incoming carrier partner notifications
• Triage complex issues to the Level 2 team
• Respond to advanced customer questions in the core area and intermediate questions across multiple areas
• Troubleshoot and determine issue resolutions independently across the team's domain
• Monitor tasks and queues and ensure SLAs are met
• Interact with technical teams to understand processes and implement improvements
• Support Twilio's global phone number operations, including phone-number porting, Sender ID procurement, and phone-number access for customer applications

• 1–3 years of experience, depending on candidature
• Thorough, organized, and detail-oriented; able to prioritize and execute multiple processes
• Previous experience in advanced email writing
• Experience handling international escalations via voice, chat, and email
• International stakeholder handling
• Monitoring tasks and queues while ensuring SLAs are not breached
• Frequent interaction with technical teams to understand processes and implement improvements
• Previous root cause analysis experience
• Clear verbal and written communication
• Ability to learn quickly and master complicated systems
• Ability to work independently and cross-functionally
• Ability to complete core-area tasks within SLAs
• SQL query experience, Zendesk, and JIRA knowledge are desired
• Empathetic and customer-centric approach
• Strong technical background need not apply

• Competitive pay
• Generous time off
• Ample parental leave
• Ample wellness leave
• Healthcare
• Retirement savings program
• Remote-first work
• Support for volunteering and donation efforts
• Occasional travel opportunities for project or team in-person meetings