Phone Number Operations Specialist (Telecommunications)

Location: Remote, based in Estonia; occasional travel may be required for project or team meetings.

Company

Twilio provides communications infrastructure that enables businesses and developers to create personalized customer experiences.

What you will do

• Act as a dedicated point of contact for ISVs porting phone numbers to Twilio and manage one-time porting projects for direct customers.
• Respond to customer inquiries by email and provide clear, personalized support.
• Assess product and service issues, troubleshoot basic-to-intermediate problems, and determine appropriate resolutions.
• Develop and maintain operational processes across multiple subject areas.
• Respond to carrier partner notifications and action incoming requests.
• Triage complex issues to team leads, managers, engineering, or product teams while working independently within the team’s domain.

Requirements

• At least 1 year of experience working on an operations team.
• Customer service experience with a thorough, organized, detail-oriented, and customer-centric approach.
• Clear verbal and written communication skills.
• Ability to stay calm under pressure, troubleshoot incidents, and handle escalations.
• Ability to learn complex systems quickly, prioritize multiple processes, and complete tasks within SLAs.
• Ability to work independently and cross-functionally.

Nice to have

• Previous telecommunications experience.
• Basic knowledge of SQL and related tools.

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, off-sites, customer meetings, or project meetings.
• Competitive pay and generous time off.
• Parental and wellness leave.
• Healthcare and a retirement savings program, with offerings varying by location.
• Support for volunteering and charitable donations.