_0.png)
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.
.
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.
.
See yourself at Twilio
Join the team as Twilio’s next Phone Numbers Operations Specialist L2
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, ensuring a smooth and seamless process with personalized attention. 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:
- Serve as a dedicated point of contact for ISVs as they routinely port phone numbers to Twilio and manage one-time porting projects for direct customers.
- Serve as a dedicated point of contact for Twilio’s Go To Market team in EMEA/APAC with regard to porting projects.
- Provide support for common customer inquiries received by email to ensure they have an excellent experience with Twilio.
- Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
- Learn and develop 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 team leads, managers, engineering, or product teams and know which is appropriate in each case.
- Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas.
- Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
- You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes.
- You’re empathetic and customer centric to the core, with experience in customer service.
- You’re a clear verbal and written communicator.
- You are calm under pressure as you respond to escalations and quickly troubleshoot incidents.
- 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.
- You have at least 3 years of experience working on an Operations team.
Desired:
- Previous experience in telecommunications or financial services
- Previous sales experience
- Knowledge of SQL and related tools
Location
This role will be remote, and based in India.(Karnataka, Tamil Nadu, Telangana, Maharastra, 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
Working at Twilio offers many benefits, including competitive pay, 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.
.
Stay alert to recruitment fraud
We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.
.
Twilio is proud to be an equal opportunity 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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Skills Required
- Thorough, organized, detail-oriented, and able to prioritize and execute multiple processes
- Experience in customer service with a customer-centric and empathetic approach
- Clear verbal and written communication skills
- Ability to remain calm under pressure, respond to escalations, and troubleshoot incidents
- Ability to learn quickly and master complicated systems
- Ability to work independently and cross-functionally as part of a team
- Ability to complete core-area tasks within SLAs
- At least 3 years of experience working on an Operations team
- Previous experience in telecommunications or financial services
- Previous sales experience
- Knowledge of SQL and related tools
Twilio Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Twilio and has not been reviewed or approved by Twilio.
-
Healthcare Strength — Healthcare coverage spans medical, dental, vision, mental-health programs, and core protections like life and disability insurance. Wellness options and stipends are also emphasized to support ongoing wellbeing.
-
Parental & Family Support — Paid leave for maternity, paternity, and adoption is described as robust. Financial assistance for adoption and fertility needs further extends family support.
-
Leave & Time Off Breadth — Generous PTO, paid holidays, sick days, and dedicated volunteer time are highlighted, with some teams operating an unlimited time-off approach. Company-wide breaks reinforce the ability to take meaningful time away from work.
Twilio Insights
What We Do
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.
