Phone Number Operations L1

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Requirements:

• Willingness to work flexibly in rotational schedules.
• 1.5 - 3 years of experience working cases in operations in customer-facing teams, preferably within eCommerce or Telecommunications.
• Basic technical skills including basic SQL and understanding of APIs and data analytics.
• Empathetic and love working with customers and carriers to solve their problems.
• Detail-oriented with great organizational skills.
• Excellent written and verbal communication skills.
• Good time management and organizational skills.

Responsibilities:

• Wear the Customer Shoes: 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 operations run smoothly.
• Quickly and confidently manage complex issues in a timely manner for customers and internal teams.
• Effectively respond to intermediate-to-advanced questions from customers in core areas.