Greenhouse ·
full-timePhone Number Operations Specialist
Twilio · Remote - Estonia
Twilio is a company focused on cloud communications, providing infrastructure that enables businesses to manage connectivity and customer engagement. As a Phone Number Operations Specialist, you will join the Product Operations team to manage the global porting of phone numbers. Your daily responsibilities involve acting as a primary point of contact for Independent Software Vendors and direct customers, ensuring that porting projects are executed smoothly. You will handle customer inquiries via email, troubleshoot service issues, and manage notifications from carrier partners. The role requires you to triage complex technical problems to the appropriate internal teams, including engineering or product departments, while maintaining high standards of service. This position is well-suited for candidates with at least one year of experience in an operations role who possess strong organizational skills and a customer-centric mindset. You should be comfortable working independently in a remote environment, capable of mastering complex internal systems, and able to communicate clearly under pressure. While not required, previous experience in the telecommunications sector and familiarity with SQL are considered beneficial for 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 Phone Numbers Operations Specialist . About the job We are seeking an Operations Specialist 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, ensuring a smooth and seamless process with personalized attention. 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: Serve as a dedicated point of contact for ISVs as they routinely port phone numbers to Twilio and manage one-time porting projects for direct customers. Provide support for common customer inquiries received by email to ensure they have an excellent experience with Twilio. Assess the nature of product or service issues and resolve basic-to-intermediate level problems. Learn and develop 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 team leads, managers, engineering, or product teams and know which is appropriate in each case. Effectively respond to moderately complex questions from customers (external and internal) in core areas and basic questions across multiple areas. Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain. 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: 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, with experience in customer service. You’re a clear verbal and written communicator. You are calm under pressure as you respond to escalations and quickly troubleshoot incidents. 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. You have at least 1 year of experience working on an Operations team. Desired: Previous experience in telecommunications. Basic knowledge of SQL and related tools Location This role will be remote, and based in Estonia. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. . Stay alert to recruitment fraud We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @ twilio.com email address. We will never ask for payment
| Role | Phone Number Operations Specialist |
|---|---|
| Company | Twilio |
| Location | Remote - Estonia |
| Compensation | Not disclosed |
| Posted | 2026-09-30 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Phone Number Operations Specialist at Twilio: frequently asked questions
- What is the salary for this role?
- Twilio has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Phone Number Operations Specialist position remote, hybrid or onsite?
- The listing marks this role as remote, with Remote - Estonia as the location.
- What is the application deadline?
- Twilio has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Phone Number Operations Specialist role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
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