# Phone Numbers Operations Specialist 1

**Company:** [Twilio](https://hotfix.jobs/companies/twilio)
**Location:** Remote
**Role:** Customer Support
**Experience:** 2+ years
**Skills:** Excel, Google Sheets, SQL, Ai Prompting, Workflow Automation, Zendesk, Jira, Telecommunications, APIs, Number Portability
**Posted:** 2026-08-19

> Manages phone-number porting and hosted-services operations for customers in Colombia, maintaining accurate workflows, documentation, and compliance while improving processes. Requires two years of relevant customer or operations experience, bilingual Spanish and English proficiency, data-analysis skills, and strong attention to detail.

## Job Description

## Responsibilities
- Manage inbound phone-number porting requests and hosted-services cases with care, urgency, and accuracy.
- Collaborate with engineers, support agents, product managers, and carrier partners.
- Share operational insights, documentation, and solutions with peers and partner teams.
- Maintain accurate records of porting workflows, number-hosting cases, escalations, and system usage.
- Keep internal knowledge bases and documentation up to date.
- Follow number-portability industry standards, regulatory requirements, and telecom-compliance practices.
- Protect customer data and make ethical decisions involving sensitive porting and routing scenarios.
- Identify recurring issues and inefficiencies, and improve workflows, tooling, or automation.
- Meet or exceed service-level agreements and optimize operational quality and efficiency.

## Requirements
- 2 years of experience in BPO, customer campaigns, technical support, customer operations, product operations, customer service, quality operations, inventory, finance, training, or a related field.
- Spanish and English proficiency.
- Strong organizational skills and attention to detail when managing complex processes.
- Basic data analysis using Excel, Google Sheets, or SQL.
- Experience with automation tools, basic AI prompting, or workflow building.
- Strong structured-thinking, verbal, and written communication skills.
- Familiarity with ticketing systems and operational platforms, including Excel, Zendesk, or Jira.
- Ability to learn quickly, adapt to changing processes, work independently, and collaborate cross-functionally.
- Customer-centric and proactive approach.

## Nice-to-haves
- Experience in the telecommunications industry.
- Exposure to APIs.

## Compensation and Benefits
- Competitive pay.
- Generous time off.
- Parental and wellness leave.
- Healthcare benefits.
- Retirement savings program.
- Benefits vary by location.

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