Onboarding Operations Specialist 1
Twilio · Posted Oct 8
Cloud-based customer engagement platform providing APIs for messaging, voice, email, and customer data orchestration
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About the role
Twilio's Product Operations team is part of the Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity. The team runs Twilio's phone number operations globally, helping customers port phone numbers into Twilio, procure Sender IDs, and access the phone numbers their applications require. This role is the first tier on the Level 1 team, handling customer inquiries by email and triaging issues through documented escalation paths.
What you will do
- 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.
- 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.
Skills used in this role
What the employer is looking for
- You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes.
- Experience Required: 1 - 3 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
- 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
Preferred qualifications
- Running SQL queries , having knowledge of Zendesk, JIRA would be an added advantage
Benefits and support
- Competitive pay
- Generous time off
- Parental and wellness leave
- Healthcare
- Retirement savings program
About Twilio
Twilio is a cloud communications platform-as-a-service company that allows software developers to programmatically make and receive phone calls, send and receive text messages, and perform other communication functions using its web service APIs. The company also offers customer engagement software and a customer data platform, Twilio Segment, to help businesses personalize interactions at scale. Today, it operates as a key infrastructure provider powering digital communications for brands worldwide.
- Industry
- Cloud Communications
- Company size
- 5000-10000 employees
- Founded
- 2008
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $240M raised
- 2021-07-31Post IPO Debt
- 2018-05-01Post IPO Equity
- 2015-07-31Series E
Leadership
Chief Executive Officer
Chief Financial Officer
Chief Administrative Officer
President, Twilio Segment / Chief Revenue Officer
Chief Marketing Officer
Recent coverage
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