# Product Operations Specialist

**Company:** [Twilio](https://hotfix.jobs/companies/twilio)
**Location:** Remote
**Role:** Product Operations
**Experience:** 3+ years
**Skills:** Looker, Tableau, SQL, Zendesk, Jira, Root Cause Analysis, Queue Monitoring, Sla Management, Customer Escalations, Email Writing
**Posted:** 2026-09-04

> Provides advanced customer and carrier-partner support, resolves product issues, manages escalations and queues, and improves operational processes. Requires 3–7 years of relevant experience, strong communication, analytical ability, and experience coaching teammates.

## Job Description

## Responsibilities
- Support customer inquiries received by email and phone, providing an excellent customer experience.
- Assess product or service issues and resolve basic-to-advanced problems within the team’s domain.
- Log customer interactions and tag or categorize issues accurately.
- Respond to and action incoming carrier partner notifications.
- Triage complex issues to the Level 2 team through documented escalation paths.
- Answer customer and internal stakeholder questions in the core area and across related areas.
- Troubleshoot independently and determine appropriate resolutions.
- Monitor tasks and queues to ensure SLAs are met.
- Perform root cause analysis and implement process improvements with technical teams.
- Keep process documentation current and enable consistent experiences for customers and internal teams.
- Coach and mentor less experienced teammates, perform quality audits when required, and manage the team and process during the manager’s absence.
- Work rotational shifts: 18:30–3:30 or 21:00–6:00 IST.

## Requirements
- 3–7 years of experience, depending on candidacy.
- Experience with advanced email writing and handling international escalations through voice, chat, and email.
- Experience handling international stakeholders.
- Ability to monitor queues, prioritize multiple processes, and meet SLAs.
- Experience coaching team members and performing root cause analysis.
- Strong verbal and written communication skills.
- Empathy, customer-centricity, organization, attention to detail, and ability to prioritize.
- Ability to learn complex systems quickly and work independently and cross-functionally.
- Ability to complete core-area tasks within SLAs.

## Nice to Have
- Looker queries and reporting.
- Tableau dashboard creation.
- SQL querying.
- Zendesk.
- JIRA.

## Compensation and Benefits
- Competitive pay, paid time off, parental and wellness leave, healthcare, retirement savings, and other benefits. Offerings vary by location.
- Occasional travel may be required for project or team in-person meetings.

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