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Onboarding Operations Specialist 1

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Twilio

3mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
  • Bangalore
    Remote
  • Quick Apply

AI generated summary

  • You should have 1+ years of experience, be organized and detail-oriented, possess strong communication skills, be customer-centric, and work well independently and in teams while meeting SLAs.
  • You will support customer inquiries via email, resolve basic issues, log interactions, learn new processes, and respond to questions while triaging complex problems for escalation.

Requirements

  • 1+ Year of Overall Experience.
  • You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes.
  • 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 area within SLAs.

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.
  • 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.

FAQs

What is the job title for this position?

The job title is Onboarding Operations Specialist 1.

Where is this role based?

This role will be based in our Bangalore, India office.

Is this position remote?

Yes, this role is remote-first.

What type of experience is required for this role?

The position requires 1+ year of overall experience.

What are the key responsibilities of an Onboarding Operations Specialist?

Key responsibilities include providing support for customer inquiries, resolving product or service issues, logging customer interactions, learning new processes, and responding to customer questions.

What qualities are required for a successful candidate?

Candidates should be thorough, organized, detail-oriented, empathetic, strong communicators, introspective, capable of learning quickly, and able to work independently as well as in a team.

Are there opportunities for growth and learning in this role?

Yes, Twilio encourages continuous self-improvement and provides opportunities for employees to learn and master complicated systems.

Does Twilio offer benefits to their employees?

Yes, Twilio offers a variety of benefits, including competitive pay, generous time-off, healthcare, wellness leave, and retirement savings programs.

What is Twilio's stance on diversity and equal opportunity?

Twilio is proud to be an equal opportunity employer and does not discriminate based on various protected characteristics. They encourage applicants from diverse backgrounds to apply.

What kind of training will be provided for this position?

While the job description does not detail specific training, the team emphasizes learning new processes across various subject areas as part of the role.

Will I be required to travel for this job?

No, this role requires 0% travel.

How does Twilio support community engagement?

Twilio empowers employees to build positive change in their communities by supporting their volunteering and donation efforts.

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Twilio

Build the future of communications.

Telecommunications
Industry
5001-10,000
Employees
2008
Founded Year

Mission & Purpose

Twilio’s mission is to unlock the imagination of builders. We are the customer layer for the internet, powering the most engaging interactions companies build for their customers. We provide simple tools that solve hard problems, delivered as a developer-first cloud platform with global reach and no shenanigans pricing.