Phone Numbers Operations Specialist 1

Responsibilities

• In this role, you’ll
• Wear the Customer’s Shoes
• Champion the customer experience by managing inbound porting requests with care, urgency, and accuracy. Ensure customers have a seamless transition when bringing their phone numbers to Twilio or managing hosted services.
• Be Inclusive
• Collaborate with a diverse team of engineers, support agents, product managers, and carrier partners. Respect different communication styles, cultures, and perspectives while driving unified outcomes.
• Empower Others: Proactively share insights, documentation, and solutions with peers and partner teams to make operational processes easier and more transparent. Help elevate the broader team by contributing to best practices.
• Write It Down
• Maintain accurate records of porting workflows, number hosting cases, escalations, and system usage. Keep internal knowledge bases and documentation up to date to ensure reliability and consistency across teams.
• No Shenanigans: Follow industry and regulatory standards in number portability and telecom compliance. Protect customer data and make ethical decisions when managing sensitive porting and routing scenarios.
• Be Bold: Take initiative in solving problems and navigating complexity, even when documentation is limited. Don’t hesitate to raise questions, propose improvements, or flag issues that impact the customer experience.

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