Product Operations Specialist L3 @Twilio

Overview

Twilio is seeking a Product Operations Specialist 3 to join the team that manages Twilio’s phone number operations globally. This remote position focuses on helping customers port their phone numbers into Twilio and access necessary phone services.

Key Responsibilities

• Provide support for common customer inquiries via email to ensure a positive experience.
• Assess and resolve basic-to-intermediate level product or service issues.
• Log customer interactions and categorize issues effectively.
• Learn new processes across various subject areas to ensure smooth operations.
• Respond to incoming carrier partner notifications.
• Triage complex issues to the Level 2 team.
• Coach and mentor less experienced teammates.
• Ensure documentation on processes is consistently updated.

Requirements

• Ability to work in rotational shifts (18:30 - 3:30 AM or 21:00 - 6:00 IST).
• 3 - 7 years of relevant experience.
• Strong organizational and detail-oriented skills.
• Experience in advanced email communication and international stakeholder handling.
• Empathy and customer-centric approach.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively.
• Desirable: Knowledge of Looker, SQL queries, Zendesk, and JIRA.

Benefits

Working at Twilio offers competitive pay, generous time off, ample parental and wellness leave, healthcare, and a retirement savings program.

Location

This role is remote and can be based in India, particularly in Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi.

How to Apply

Interested candidates should submit their applications online through the official Twilio website.