Onboarding Operations Specialist

🔥 1 minute ago

🇮🇳 India – Remote

⏰ Full Time

🟢 Junior

⚙️ Operations

🚫👨‍🎓 No degree required

👻 Ghost score 10%

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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 multiple 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 resolutions independently across the team’s domain • Monitor tasks and queues to ensure SLAs are met • Interact with technical teams to understand processes and implement improvements • Conduct root cause analysis • Follow documented internal escalation paths

🎯 Requirements

• 1–3 years of experience, depending on candidature • Thorough, organized, detail-oriented, and 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 experience • Experience monitoring tasks and queues and ensuring SLAs are not breached • Ability to interact frequently with technical teams to understand processes and implement process improvements • Previous experience conducting root cause analysis • Willingness to take on additional tasks as required • Empathetic and highly customer-centric • Clear verbal and written communication skills • Commitment to continuous self-improvement • Ability to learn quickly and master complicated systems • Ability to work independently and cross-functionally within a team • Ability to complete tasks in core areas within SLAs • SQL query experience, Zendesk knowledge, and JIRA knowledge are desired advantages • Ability to work remotely from India, specifically Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental leave • Wellness leave • Healthcare • Retirement savings program • Volunteering and donation support • Remote-first work arrangement • Opportunities to participate in team gatherings, functional off-sites, customer meetings, and project or team in-person meetings

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