Twilio5 days ago
Phone Numbers Operations Specialist 1
Salary not specified
MARKET
12,484 ₽median for this role
IT Support / Helpdesk · 66 jobs with disclosed pay
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Remote - Colombia
Responsibilities
- 01Champion the customer experience by managing inbound porting requests with care, urgency, and accuracy
- 02Ensure customers have a seamless transition when bringing their phone numbers to Twilio or managing hosted services
- 03Collaborate with a diverse team of engineers, support agents, product managers, and carrier partners
- 04Proactively share insights, documentation, and solutions with peers and partner teams to make operational processes easier and more transparent
- 05Maintain accurate records of porting workflows, number hosting cases, escalations, and system usage
- 06Keep internal knowledge bases and documentation up to date to ensure reliability and consistency across teams
- 07Follow industry and regulatory standards in number portability and telecom compliance
- 08Protect customer data and make ethical decisions when managing sensitive porting and routing scenarios
- 09Take initiative in solving problems and navigating complexity, even when documentation is limited
- 10Identify recurring issues and inefficiencies in porting and hosting operations
- 11Use your findings to improve workflows, tooling, or automation — even when there’s no clear roadmap
- 12Aim to exceed SLAs and continuously look for ways to optimize how we execute core operations
Requirements
- 012 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
- 02Bilingual: Spanish and English proficiency
- 03Strong organizational skills and ability to manage detailed processes with accuracy
- 04Basic data analysis (Excel/Google Sheets, SQL), or automation tools
- 05Structured thinking
- 06Basic AI prompting and workflow building
- 07Excellent verbal and written communication, both internally and with external partners
- 08Comfort working with tools like ticketing systems (Excel, Zendesk, JIRA), spreadsheets, and internal platforms
- 09Able to learn quickly, adapt to changing processes, and work independently while collaborating cross-functionally
- 10Customer-centric mindset with strong attention to detail and a proactive attitude
What we offer
- 01Remote work based in Colombia
- 02May be required to travel occasionally to participate in project or team in-person meetings
- 03Competitive pay
- 04Generous time off
- 05Ample parental and wellness leave
- 06Healthcare
- 07Retirement savings program
- 08Offerings vary by location
- 09Support for volunteering and donation efforts