Product Operations Specialist

Job not on LinkedIn

🔥 4 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚡️ Product Operations

👻 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 customer inquiries received by email • Assess product or service issues and resolve basic-to-intermediate and intermediate-to-advanced 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 through documented escalation paths • Respond to advanced customer and internal questions in the core area and intermediate questions across multiple areas • Troubleshoot and determine resolutions independently across the team’s domain • Coach and mentor less experienced teammates • Provide frontline support for customer escalations received primarily by email and phone • Maintain up-to-date process documentation • Monitor tasks and queues and ensure SLA compliance • Interact with technical teams to understand processes and implement process improvements • Perform quality audits when required • Manage the team and process during the manager’s absence

🎯 Requirements

• Ability to work rotational shifts: 18:30–3:30 AM or 21:00–6:00 IST • 3–7 years of experience, depending on candidature • Advanced email writing experience • Experience handling international escalations via voice, chat, and email • International stakeholder handling • Monitoring tasks and queues while ensuring SLAs are not breached • Root cause analysis experience • Ability to perform quality audits when required • Ability to manage the team and process during the manager’s absence • Thorough, organized, detail-oriented, and able to prioritize and execute multiple processes • Empathetic and customer-centric • Clear verbal and written communication • Ability to learn quickly and master complicated systems • Ability to work independently, within a team, and cross-functionally • Ability to complete core-area tasks within SLAs • Looker query/reporting knowledge and Tableau dashboard creation • SQL query knowledge • Zendesk and JIRA knowledge is an added advantage

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental leave • Wellness leave • Healthcare • Retirement savings program • Employee volunteering and donation support • Occasional travel to participate in project or team in-person meetings