Product Operations Specialist L3
T
TwilioCommunications Infrastructure
Remote - India, Rotational shifts 18:30 - 3:30AM or 21:00- 6:00 ISTFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3 - 7 Yrs
- Required Skills
- SQLJiraTableauZendeskLookerCustomer support
Requirements
- 3-7 years of relevant professional experience.
- Ability to work rotational shifts: 18:30 - 3:30AM or 21:00- 6:00 IST.
- Previous experience in advanced email writing and handling international escalations via voice, chat, and email.
- Experience in international stakeholder management.
- Proven experience in monitoring tasks and queues to ensure SLAs are met.
- Experience in root cause analysis.
- Proficiency with Looker queries, reporting, and creating dashboards in Tableau.
- Demonstrated ability to perform quality audits.
- Thorough, organized, and detail-oriented with strong prioritization skills.
- Strong verbal and written communication skills.
- Ability to learn and master complicated systems quickly.
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.
- Respond to and action incoming carrier partner notifications.
- Quickly and confidently triage complex issues to the Level 2 team.
- Work independently to troubleshoot/determine resolution for issues across the entirety of your team's domain.
- Coach and mentor less experienced teammates.
- Manage the team and the process during manager’s absence.
- Perform quality audits for individuals when required.
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