Product Operations Specialist L3

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

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See yourself at Twilio

Join the team as Twilio’s next Product Operations Specialist 3

About the job

Twilio is seeking an Product Operations Specialist 3 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 to the team by being a front line support system for customer escalations, received primarily by email and phone.

• Draw the Owl: Assess the nature of product or service issues and resolve intermediate to advanced 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 i

Responsibilities

• 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.
• Provide support to the team by being a front line support system for customer escalations, received primarily by email and phone.
• Assess the nature of product or service issues and resolve intermediate to advanced level problems.
• 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.