The opportunity
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
What you'll do
Wear the Customer’s Shoes: Champion the customer experience by managing inbound porting requests with care, urgency, and accuracy. Ensure customers have a seamless transition when bringing their phone numbers to Twilio or managing hosted services.
Be Inclusive: Collaborate with a diverse team of engineers, support agents, product managers, and carrier partners. Respect different communication styles, cultures, and perspectives while driving unified outcomes.
Empower Others: Proactively share insights, documentation, and solutions with peers and partner teams to make operational processes easier and more transparent. Help elevate the broader team by contributing to best practices.
Write It Down: Maintain accurate records of porting workflows, number hosting cases, escalations, and system usage. Keep internal knowledge bases and documentation up to date to ensure reliability and consistency across teams.
No Shenanigans: Follow industry and regulatory standards in number portability and telecom compliance. Protect customer data and make ethical decisions when managing sensitive porting and routing scenarios.
Be Bold : Take initiative in solving problems and navigating complexity, even: when documentation is limited. Don’t hesitate to raise questions, propose improvements, or flag issues that impact the customer experience.
What they're looking for
- Draw the Owl: Identify recurring issues and inefficiencies in porting and hosting operations. Use your findings to improve workflows, tooling, or automation — even when there’s no clear roadmap.
- Don’t Settle: Aim to exceed SLAs and continuously look for ways to optimize how we execute core operations. Be relentless about quality, efficiency, and learning from mistakes.
- 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.
- Bilingual: Spanish and English proficiency