Phone Number Operations Specialist

• Serve as a dedicated point of contact for ISVs porting phone numbers to Twilio and manage one-time porting projects for direct customers
• Provide email support for common customer inquiries
• Assess product or service issues and resolve basic-to-intermediate problems
• Learn and develop new processes across varied subject areas
• Respond to and action incoming carrier partner notifications
• Triage complex issues to team leads, managers, engineering, or product teams
• Respond to moderately complex customer questions in core areas and basic questions across multiple areas
• Independently troubleshoot and determine resolutions across the team's domain

• Thorough, organized, detail-oriented, and able to prioritize and execute multiple processes
• Experience in customer service
• Clear verbal and written communication
• Calm under pressure when responding to escalations and troubleshooting incidents
• Ability to learn quickly and master complicated systems
• Ability to work independently and cross-functionally within a team
• Ability to complete tasks in core areas within SLAs
• At least 1 year of experience working on an Operations team
• Previous experience in telecommunications (desired)
• Basic knowledge of SQL and related tools (desired)

• Competitive pay
• Generous time off
• Ample parental leave
• Wellness leave
• Healthcare
• Retirement savings program
• Volunteering and donation support