New Product Operations Specialist L3

Who we are:

• Twilio is shaping the future of communications from a remote-first environment.
• We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide.

About the job:

• This role will work directly with customers to port phone numbers, procure short codes, and manage access to numbers.
• The Product Operations team is key to Twilio’s Super Network, cataloging, orchestrating, and delivering global connectivity.
• The Senior Product Operations Specialist is the third tier on the Level 1 team.

Responsibilities:

• Provide support for customer inquiries via email, resolving basic-to-intermediate issues.
• Log interactions, tag/categorize, and triage complex issues to Level 2.
• Coach and mentor less experienced teammates and maintain documentation.

Qualifications:

• Ability to work in rotational shifts (18:30-3:30 AM or 21:00-6:00 IST).
• 3-7 years of experience in advanced email writing, handling international escalations, and stakeholder management.
• Knowledge of Looker, Tableau, SQL, Zendesk, and JIRA is required.