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Phone Numbers Operations Specialist 1

Twilio· Services
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Hybrid (Colombia)Full-timePosted 2mo ago

About the role

Product Operations Specialist I to support Porting and Hosting Operations within Twilio’s Global Number Management team. Focus on porting phone numbers, number hosting, and reliable service during transitions across carrier networks, internal tools, and product teams.

Responsibilities

  • Wear the Customer’s Shoes: Manage inbound porting requests with care, urgency, and accuracy to ensure seamless transitions when bringing numbers to Twilio or managing hosted services.
  • Be Inclusive: Collaborate with engineers, support agents, product managers, and carrier partners while respecting diverse perspectives.
  • Empower Others: Share insights, documentation, and solutions to improve operational transparency and best practices.
  • Write It Down: Maintain accurate records of porting workflows, hosting cases, escalations, and system usage; keep knowledge bases up to date.
  • No Shenanigans: Follow industry and regulatory standards in number portability and telecom compliance; protect customer data.
  • Be Bold: Take initiative to solve problems and propose improvements even with limited documentation.
  • Draw the Owl: Identify recurring issues to improve workflows, tooling, or automation.
  • Don’t Settle: Exceed SLAs and continuously optimize core operations.

Qualifications

  • 2 years of experience in BPO, customer campaigns, tech support, customer operations, product operations, customer service, QA or related areas.
  • Bilingual: Spanish and English proficiency.
  • Strong organizational skills with attention to detail.
  • Basic data analysis (Excel/Google Sheets, SQL) or automation tools.
  • Structured thinking.
  • Basic AI prompting and workflow building.
  • Excellent verbal and written communication with internal and external partners.
  • Comfort with ticketing systems (Excel, Zendesk, JIRA), spreadsheets, and internal platforms.
  • Ability to learn quickly, adapt to changing processes, and work independently while collaborating cross-functionally.
  • Customer-centric mindset with proactive attitude.

Skills

Required:Bilingual communicationPorting and hosting workflowsData analysis

Benefits

  • Competitive pay
  • Generous time off
  • Parental and wellness leave
  • Healthcare
  • Retirement savings program
  • Offerings vary by location
Last updated Aug 20, 2026. Interested? Apply on the company site.

About Twilio

Twilio platform for communications and programmable APIs across messaging, voice, video, and AI-enabled workflows.

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