Product Operations Specialist L3
Twilio Care Score 48
Remote - India · Remote · Service Operations · Posted 2026-09-04
16w paid maternity · 12w paid paternity · IVF coverage · Fertility support
About this role
Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Product Operations Specialist 3 About the job Twilio is seeking an Product Operations Specialist 3 to join the team that runs Twilio’s phone number operations globally. This role will work directly with customers to help them port their phone numbers into Twilio, procure short codes and Sender IDs, and have access to phone numbers they require for their applications. The Senior Product Operations Specialist is the third tier on the Level 1 team. The Product Operations team is a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity. Responsibilities In this role, you’ll: Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio. Assess the nature of product or service issues and resolve basic-to-intermediate level problems. Log customer interactions and tag/categorize issues accordingly. Learn new processes across a variety of subject areas and ensure our operations are running smoothly. Respond to and action incoming carrier partner notifications. Quickly and confidently triage complex issues to the Level 2 team. Effectively respond to advanced questions from customers (external and internal) in core area and intermediate questions across multiple areas. Work independently to troubleshoot/determine resolution for issues across the entirety of your team's domain. Coach and mentor less experienced teammates. Wear the Customer Shoes: Provide support to the team by being a front line support system for customer escalations, received primarily by email and phone. Draw the Owl: Assess the nature of product or service issues and resolve intermediate to advanced level problems. Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly. Be Bold: Learn new processes across a variety of subject areas and ensure our operations are running smoothly. Be an Owner: Effectively respond to all basic and some advanced questions from customers (external and internal) in your core area and quickly and confidently triage complex issues via documented internal escalation paths. Write it Down: Enable a consistent experience for our customers, team members and internal teams, and ensure all documentation on processes are up to date. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: Ability to work in rotational shifts 18:30 - 3:30AM or 21:00- 6:00 IST You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes. Experience Required: 3 - 7 Yrs*( depending on candidature) Previous experience into Advanced Email writing, handling international escalations(voice, chat and email) International stakeholder handling Monitoring tasks and queues, ensuring SLAs aren’t breached for self and the team Coach as per requirement to individuals in the team Interaction with the technical team frequently to understand the core nature of the process and implement process improvements as in when demanded Previous experience into doing root cause analysis Ready to take up additional tasks depending on requirements You’re empathetic and customer centric to the core. You’re a clear verbal and written communicator. You’re introspective and committed to continuous self-improvement. You’re capable of learning quickly and mastering complicated systems. You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals. You’re able to complete tasks in core areas within SLAs. Able to perform quality audits for individuals only when…