Twilio Hiring Onboarding Operations Specialist 1

Company: Twilio

Job Role: Onboarding Operations Specialist 1

Qualification: Any Graduate (Preference for candidates with strong email communication & stakeholder handling experience)

Experience: 1–3 Years

Salary: Competitive (Based on experience and skills)

Job Location: Remote (India) – Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi

Shift Timings: Rotational shifts: 5:30 PM – 2:30 AM or 9:00 PM – 6:00 AM

Last Date: Apply ASAP (Open until filled)

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About Twilio

Twilio powers the future of communications by enabling businesses to connect with their customers using programmable voice, messaging, video, and more. As a remote-first company, Twilio offers a strong culture of inclusion, support, and innovation.

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Job Overview

Join Twilio’s global Super Network Operations Team as an Onboarding Operations Specialist (L1). You’ll be the first point of contact helping customers onboard their phone numbers, procure Sender IDs, and interact with carrier partners. You’ll play a vital role in resolving queries and ensuring a seamless user experience.

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Key Responsibilities

• Respond to customer inquiries via email to ensure top-tier service
• Log, tag, and categorize support tickets and requests
• Work closely with cross-functional teams and escalate complex issues to Level 2
• Handle international escalation support via voice, chat, and email
• Analyze and resolve basic-to-intermediate technical issues
• Manage queues and meet SLA requirements
• Perform root cause analysis and assist with process improvement
• Learn and adapt to new tools and processes

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Eligibility & Skills Required

• 1–3 years of relevant experience in email support or customer operations
• Strong written communication and stakeholder management skills
• Experience with international client interactions and SLA monitoring
• Proactive and independent problem-solver with strong organizational skills
• Ability to work rotational night shifts
• Strong customer-first mindset

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Preferred Skills (Nice to Have)

• Experience with Zendesk, JIRA
• Ability to run SQL queries
• Exposure to telecom, cloud, or SaaS environments

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Why Join Twilio?

• Remote-first global company
• Inclusive and collaborative work culture
• Competitive pay and benefits
• Wellness, parental, and volunteer leave
• Career growth through internal mobility and training
• Join a company recognized globally for innovation and culture

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Keywords:
Onboarding Specialist jobs India, Remote operations specialist jobs, Twilio support jobs, L1 customer support engineer, Email escalation jobs, High CPC SaaS jobs India, Zendesk support jobs, Remote night shift IT jobs, Global customer success careers

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