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Product Operations Specialist

New

Skills

Advanced Troubleshooting Customer Support Documentation Email Communication JIRA Process Improvement Reporting Tools Root Cause Analysis SQL Zendesk

Twilio is seeking a Product Operations Specialist L3 to join our global phone number operations team. This role involves working directly with customers to facilitate phone number porting, procure short codes, and manage access to required phone numbers for applications. As part of Twilio’s Super Network, you will play a crucial role in delivering seamless communication solutions globally.

Key Responsibilities
  • Provide support for customer inquiries via email, ensuring an excellent customer experience.
  • Assess and resolve product or service issues, logging customer interactions appropriately.
  • Respond to carrier partner notifications and triage complex issues to the Level 2 team.
  • Coach and mentor less experienced teammates and maintain updated documentation on processes.
  • Conduct quality audits and manage team processes in the absence of the manager.
Requirements & Qualifications
  • 3-7 years of experience in customer support or operations.
  • Experience with advanced email communication and international escalations.
  • Strong organizational skills and the ability to prioritize multiple tasks.
  • Knowledge of SQL, JIRA, and reporting tools like Looker and Tableau.
  • Empathetic and customer-centric approach with excellent communication skills.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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