Onboarding Operations Specialist 1

About this job

As an Onboarding Operations Specialist 1 at Twilio in India, you will handle phone number operations globally, working directly with customers to help port phone numbers into Twilio, procure Sender IDs, and access required numbers for their applications. Your normal day involves providing email support for customer inquiries, assessing and resolving basic-to-intermediate product or service issues, logging customer interactions, tagging and categorizing issues, responding to carrier partner notifications, and triaging complex problems to the Level 2 team. You will also learn new operational processes, ensure smooth workflows, and maintain SLAs while collaborating independently and within your team. Twilio operates on a remote-first model, enabling team members across various regions in India to shape the future of communications and deliver innovative infrastructure solutions to businesses worldwide.

Responsibilities

• Provide email support for common customer inquiries to ensure an excellent customer experience.
• Assess product and service issues to resolve basic-to-intermediate problems.
• Log customer interactions and tag or categorize issues appropriately.
• Learn new processes across various subject areas to keep operations running smoothly.
• Respond to and action incoming carrier partner notifications.
• Triage complex issues quickly and confidently to the Level 2 team.
• Complete tasks in core areas within established SLAs.

Requirements

• Be thorough, organized, detail-oriented, and able to prioritize and execute multiple processes.
• Possess 1 to 3 years of experience, depending on candidature.
• Have previous experience in advanced email writing and handling international escalations via voice, chat, and email.
• Demonstrate international stakeholder handling and monitor tasks and queues to prevent SLA breaches.
• Conduct root cause analysis and interact frequently with technical teams for process improvements.
• Be empathetic, customer-centric, and a clear verbal and written communicator.
• Be capable of learning quickly, mastering complicated systems, and working both independently and cross-functionally.

Good to have

• Ability to run SQL queries
• Knowledge of Zendesk
• Knowledge of JIRA

Who should apply

This role suits candidates who have 1 to 3 years of experience in operations, customer support, or handling international escalations with strong email and communication skills. Ideal applicants are organized, empathetic, and capable of working independently in a remote environment while maintaining strict SLAs. The posting specifies an experience requirement of 1 to 3 years, so traditional freshers without the stated background may not align with the core requirements.

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