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Remote role, strong Twilio brand, mid-level generalist, and metro locations increase applicant competition.
Customer-operations skills are transferable, but telecom phone-number operations create moderate domain specificity.
Explicit 3-7 years, rotational shifts, telecom-specific skills and mandatory SLA experience raise screening strictness.
Provide direct support to customers for phone number operations including porting, procuring short codes and Sender IDs, and access to required phone numbers.
Resolve basic to advanced product or service issues, respond to escalations, and triage complex problems to higher-level teams.
Maintain accurate documentation, coach team members, and ensure smooth operation of processes within the phone number operations domain.
3-7 years work experience depending on candidature.
Ability to work rotational shifts: 18:30 - 3:30 AM or 21:00 - 6:00 IST.
Experience in advanced email writing, handling international escalations via voice, chat, and email, and international stakeholder management.
Not explicitly mentioned: mandatory degree or location except role is remote-based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).
Experienced in managing and resolving escalations with strong written and verbal communication skills.
Capable of independently troubleshooting complex issues and mentoring less experienced teammates.
Technical aptitude with desired knowledge in Looker queries, Tableau dashboards, SQL, Zendesk, and JIRA for process improvements.