Product Operations Specialist

See yourself at Twilio

Join the team as our next Product Operations Specialist.  

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're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to help to run Twilio’s phone number operations globally. This role will work directly with customers to help them port their phone numbers into Twilio, procure short codes and Sender IDs, and have access to phone numbers they require for their applications. The Product Operations Specialist role is the second tier on the Level 1 team. The Product Operations team is a key part of Twilio’s Core Platform, 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 as well as log customer interactions and tag/categorize issues accordingly.
• Assess the nature of product or service issues and resolve basic-to-intermediate level problems by effectively responding to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas. 
• Learn new processes across a variety of subject areas and ensure our operations are running smoothly. 
• Respond to and action incoming carrier partner notifications. 
• Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain and  if needed quickly and confidently triage complex issues based on the escalation path.

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, we encourage applicants with alternative experiences to also 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:

• Experience working independently and as part of a team.
• Experience working directly with the customers - being empathetic and customer centric to the core.
• Experience prioritizing and executing with multiple projects while remaining thorough, organized, and detail-oriented.
• Experience completing tasks in core areas within SLAs
• Ability to execute multiple processes and stay thorough, organized and detail-oriented

Desired:

• Clear verbal and written communication skills.
• Ability to learn quickly and master complicated systems. 

Location 

This role will be based in our Tallinn, Estonia office. 

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.