Phone Numbers Operations Specialist 1

Twilio
Colombia
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Organizational skills","Structured thinking","Communication","Customer-centric mindset","Problem-solving"]

Support Twilio’s Global Number Management porting and hosting operations by managing inbound porting requests, troubleshooting workflows at scale, and coordinating across carrier networks, internal tools, and product teams. Maintain accurate records for porting workflows, cases, escalations, and system usage while ensuring compliance with number portability and telecom standards. Improve processes by identifying recurring issues and optimizing SLAs to keep Twilio’s phone number experience best-in-class.

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FursaFursa
Twilio
Twilio
1 day ago

Phone Numbers Operations Specialist 1

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 minutes agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Support Twilio’s Global Number Management porting and hosting operations by managing inbound porting requests, troubleshooting workflows at scale, and coordinating across carrier networks, internal tools, and product teams. Maintain accurate records for porting workflows, cases, escalations, and system usage while ensuring compliance with number portability and telecom standards. Improve processes by identifying recurring issues and optimizing SLAs to keep Twilio’s phone number experience best-in-class.
Location: Colombia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Manage inbound porting requests to ensure seamless transitions for customers bringing numbers to Twilio or using hosted services.
  • •Collaborate with engineers, support agents, product managers, and carrier partners to drive unified operational outcomes.
  • •Maintain accurate records of porting workflows, number hosting cases, escalations, and system usage, and keep documentation up to date.
  • •Follow industry and regulatory standards for number portability and telecom compliance while protecting customer data.
  • •Identify recurring issues and inefficiencies to improve workflows, tooling, or automation, and aim to exceed SLAs.
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceTime OffParental LeaveWellness StipendRetirement Savings

Key Requirements

  • •2 years of experience in BPO, customer service/operations, tech support, QA, product operations, or related customer service areas.
  • •Bilingual Spanish and English proficiency.
  • •Strong organizational skills and the ability to manage detailed processes with accuracy.
  • •Basic data analysis using Excel/Google Sheets and SQL, or automation tools.
  • •Basic AI prompting and workflow building, with excellent verbal and written communication.
Experience:BPOCustomer operationsCustomer supportTelecom
Skills:Organizational skillsStructured thinkingCommunicationCustomer-centric mindsetProblem-solving
Languages:SpanishEnglish
Tech Stack:ExcelGoogle SheetsSQLZendeskJIRA

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