Onboarding Operations Specialist

Onboarding Operations Specialist

Join Twilio as an Onboarding Operations Specialist, where you will play a crucial role in supporting our customers with phone number operations globally. You will assist customers in porting their phone numbers, procuring Sender IDs, and ensuring they have access to the necessary phone numbers for their applications. This entry-level role is pivotal in providing exceptional customer experiences while working within a dynamic, remote-first environment.

Skills

Customer Support Email Communication JIRA Onboarding Problem Solving Remote Work Root Cause Analysis SQL Technical Support Zendesk

Key Responsibilities

• Provide support for common customer inquiries received by email.
• Assess and resolve basic-to-intermediate level product or service issues.
• Log customer interactions and categorize issues accordingly.
• Respond to incoming carrier partner notifications.
• Triage complex issues to the Level 2 team when necessary.

Required Skills & Qualifications

• 1-3 years of relevant experience.
• Strong organizational and detail-oriented skills.
• Proficiency in advanced email communication and handling international escalations.
• Experience in monitoring tasks and ensuring SLAs are met.
• Ability to work independently and collaboratively.