Phone Numbers Operations Specialist 1
New
T
TwilioTelecom operations
This role will be remote, and based in Colombia.Full-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Bilingual: Spanish and English proficiency
- Experience
- 2 years of experience in BPO, customer campaigns, tech support, customer operations, product operations, customer service, QA or other related areas of customer service like inventory, finance, quality operations, customer support, customer or team training.
- Required Skills
- SQLJiraMicrosoft ExcelGoogle SheetsZendesk
Requirements
- Have 2 years of experience in BPO, customer campaigns, tech support, customer operations, product operations, customer service, QA, or a related customer-service area.
- Have Spanish and English proficiency.
- Demonstrate strong organizational skills and accuracy when managing detailed processes.
- Have basic data-analysis skills using Excel or Google Sheets, SQL, or automation tools.
- Demonstrate structured thinking.
- Have basic AI prompting and workflow-building skills.
- Have excellent verbal and written communication skills for internal and external partners.
- Be comfortable using ticketing systems such as Zendesk or JIRA, spreadsheets, and internal platforms.
- Be able to learn quickly, adapt to changing processes, and work independently while collaborating cross-functionally.
- Bring a customer-centric mindset, attention to detail, and a proactive attitude.
- Telecom industry experience is desired.
- Exposure to APIs is desired.
Responsibilities
- Manage inbound porting requests with care, urgency, and accuracy to support seamless phone-number transitions and hosted services.
- Collaborate with engineers, support agents, product managers, and carrier partners.
- Share operational insights, documentation, and solutions with peers and partner teams.
- Maintain accurate records of porting workflows, number-hosting cases, escalations, and system usage.
- Keep internal knowledge bases and documentation up to date.
- Follow industry and regulatory standards for number portability and telecom compliance, and protect customer data.
- Identify recurring issues and inefficiencies in porting and hosting operations.
- Improve workflows, tooling, or automation and work to exceed SLAs.
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