Product Operations Specialist 3

See yourself at Twilio

Join the team as Twilio’s next Product operations Specialist (L3).

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 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 Senior Product Operations Specialist is the third tier on the Level 1 team. The Product 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 email to ensure customers have an excellent experience with Twilio.
• Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
• Log customer interactions and tag/categorize issues accordingly.
• Learn new processes across a variety of subject areas and ensure our operations are running smoothly. 
• Respond to and action incoming carrier partner notifications. 
• Quickly and confidently triage complex issues to the Level 2 team.
• Effectively respond to advanced questions from customers (external and internal) in core area and intermediate questions across multiple areas.  
• Work independently to troubleshoot/determine resolution for issues across the entirety of your team's domain. 
• Coach and mentor less experienced teammates.
• 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-to-intermediate level problems.
• Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.
• Be Bold: Learn new processes across a variety of subject areas and ensure our operations are running smoothly. 
• Be an Owner: Effectively respond to all basic and some advanced questions from customers (external and internal) in your core area and quickly and confidently triage complex issues via documented internal escalation paths.

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 4:30am to 1:30 pm, 4:30pm to 1:30 am)
• You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes.
• Experience Required: 4 - 7 Yrs*( depending on candidature)
• Strong technical background need not apply
• Previous experience into Advanced Email writing, handling international escalations(voice, chat and email)
• International stakeholder handling 
• Monitoring tasks and queues, ensuring SLAs aren’t breached for self and the team
• Coach as per requirement to individuals in the team
• Interaction with the technical team frequently to understand the core nature of the process and implement process improvements as in when demanded
• Previous experience into doing root cause analysis 
• 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 learning quickly and mastering complicated systems.
• 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.
• Able to perform quality audits for individuals only when required
• Should be able to manage the team and the process during manager’s absence

Desired:

• Knowledge of Looker queries/ reporting and creating dashboards in Tableau is a must
• Running SQL queries , having knowledge of Zendesk, JIRA would be an added advantage

Location

This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

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 accommodation@twilio.com.