Onboarding Operations Specialist

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟢 Junior

⚙️ Operations

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Support common customer inquiries received by email • Assess product or service issues and resolve basic-to-intermediate problems • Log customer interactions and tag or categorize issues • Learn processes across varied subject areas and keep operations running smoothly • Respond to and action incoming carrier partner notifications • Triage complex issues to the Level 2 team • Respond to advanced customer questions in the core area and intermediate questions across multiple areas • Troubleshoot and determine issue resolutions independently across the team's domain • Monitor tasks and queues and ensure SLAs are met • Interact with technical teams to understand processes and implement improvements • Support Twilio's global phone number operations, including phone-number porting, Sender ID procurement, and phone-number access for customer applications

🎯 Requirements

• 1–3 years of experience, depending on candidature • Thorough, organized, and detail-oriented; able to prioritize and execute multiple processes • Previous experience in advanced email writing • Experience handling international escalations via voice, chat, and email • International stakeholder handling • Monitoring tasks and queues while ensuring SLAs are not breached • Frequent interaction with technical teams to understand processes and implement improvements • Previous root cause analysis experience • Clear verbal and written communication • Ability to learn quickly and master complicated systems • Ability to work independently and cross-functionally • Ability to complete core-area tasks within SLAs • SQL query experience, Zendesk, and JIRA knowledge are desired • Empathetic and customer-centric approach • Strong technical background need not apply

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental leave • Ample wellness leave • Healthcare • Retirement savings program • Remote-first work • Support for volunteering and donation efforts • Occasional travel opportunities for project or team in-person meetings