Phone Numbers Operations Specialist 1 (Telecom)

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

Company

Twilio provides communications solutions that enable businesses and developers to create personalized customer experiences.

What you will do

• Manage inbound phone number porting requests and number hosting cases with accuracy, urgency, and a customer-centric approach.
• Coordinate with engineers, support agents, product managers, and carrier partners to troubleshoot porting workflows.
• Maintain records of workflows, escalations, system usage, and internal knowledge documentation.
• Follow number portability industry standards, telecom regulations, and data protection practices.
• Identify recurring issues and improve operational workflows, tooling, automation, and service quality.
• Work toward exceeding SLAs while adapting to changing processes and collaborating independently across teams.

Requirements

• At least 2 years of experience in BPO, customer campaigns, technical support, customer operations, product operations, customer service, QA, inventory, finance, quality operations, or related areas.
• Spanish and English proficiency required.
• Strong organizational skills, structured thinking, attention to detail, and the ability to manage detailed processes accurately.
• Basic data analysis skills using Excel, Google Sheets, SQL, or automation tools.
• Basic AI prompting and workflow-building skills.
• Strong written and verbal communication, familiarity with ticketing systems and internal platforms, and the ability to learn and work independently.

Nice to have

• Experience in the telecom industry.
• Exposure to APIs.

Culture & Benefits

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

Hiring process

• Hiring decisions are made through a formal interview process with Twilio employees.