Product Operations Specialist L3

Twilio
Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi
Workplace: RemoteFull timeFunction: Communications, PR & CommunityExperience: 3-7 yearsSkills: ["Communication","Prioritization","Problem-solving","Customer focus","Independent work"]

Join Twilio’s Product Operations team supporting the global phone number operations. You’ll handle customer inquiries via email (and phone), assess and resolve basic-to-intermediate issues, log and categorize interactions, and triage complex problems to Level 2. The role also includes responding to carrier partner notifications, maintaining documentation, and coaching less experienced teammates while ensuring SLAs are met across your domain.

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FursaFursa
Twilio
Twilio
4 days ago

Product Operations Specialist L3

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Join Twilio’s Product Operations team supporting the global phone number operations. You’ll handle customer inquiries via email (and phone), assess and resolve basic-to-intermediate issues, log and categorize interactions, and triage complex problems to Level 2. The role also includes responding to carrier partner notifications, maintaining documentation, and coaching less experienced teammates while ensuring SLAs are met across your domain.
Location: Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Mid level

Key Responsibilities

  • •Provide frontline support for customer escalations received primarily by email and phone, ensuring an excellent customer experience.
  • •Assess, resolve, and triage product/service issues (basic to intermediate, and complex issues via escalation to Level 2) across your domain.
  • •Log customer interactions and tag/categorize issues; respond to and action incoming carrier partner notifications.
  • •Monitor operations to ensure smooth execution and that SLAs are not breached for yourself and the team.
  • •Maintain up-to-date documentation, learn new processes across subject areas, and coach/mentor less experienced teammates.
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement SavingsPaid LeaveParental LeaveWellness Stipend

Key Requirements

  • •3–7 years of experience, including advanced email writing and handling international escalations via voice, chat, and email.
  • •Ability to work rotational shifts (18:30–3:30AM or 21:00–6:00 IST).
  • •Experience monitoring tasks and queues to ensure SLAs are met and performing quality audits when required.
  • •Strong communication skills with a customer-centric, empathetic approach, plus the ability to learn and master complex systems quickly.
  • •Experience with root cause analysis and the ability to coach team members as needed.
Experience:3-7 years
Skills:CommunicationPrioritizationProblem-solvingCustomer focusIndependent work
Tech Stack:LookerTableauSQLZendeskJIRA

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn