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Job Overview
| Company | Twilio |
|---|---|
| Job Role | Onboarding Operations Specialist 1 |
| Department | Service, Support & Operations |
| Qualification | Graduate (Relevant Experience Preferred) |
| Experience | 1 – 3 Years |
| Job Location | Remote – India |
| Eligible Locations | Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi |
| Application Mode | Online |
About Company
Twilio is a global cloud communications platform that enables developers and businesses to build powerful customer engagement applications using messaging, voice, video, and authentication APIs. Twilio serves hundreds of thousands of businesses and empowers millions of developers worldwide to create personalized communication experiences. The company follows a remote-first work culture, enabling employees to collaborate globally while working from home.
Detailed Responsibilities
Provide support for customer inquiries received through email and ensure an excellent customer experience.
Assess the nature of product or service issues and resolve basic to intermediate problems.
Log customer interactions and categorize issues accordingly.
Respond to carrier partner notifications and operational updates.
Learn new operational processes and ensure smooth operations across different subject areas.
Escalate complex issues to the Level 2 team when required.
Respond to advanced questions from customers and internal stakeholders.
Troubleshoot and determine solutions independently across operational domains.
Collaborate with technical teams to understand processes and implement improvements.
Eligibility Criteria
Candidates must have 1 – 3 years of relevant experience in customer support or operations.
Experience in advanced email communication and handling international escalations is preferred.
Candidates should have experience interacting with international stakeholders.
Ability to monitor queues and ensure service level agreements (SLAs) are maintained.
Experience in root cause analysis and troubleshooting issues.
Candidates should be customer-centric, organized, and detail-oriented.
Skills Required
Excellent written and verbal communication skills
Strong email writing and escalation management skills
Analytical thinking and root cause analysis abilities
Ability to manage tasks and prioritize workloads efficiently
Customer-centric mindset and empathy
Ability to learn complex systems quickly
Ability to work independently and collaboratively with teams
Experience with tools such as SQL, Zendesk, or JIRA is an added advantage
Selection Process
| Stage | Process |
|---|---|
| Step 1 | Online Application |
| Step 2 | Resume Screening |
| Step 3 | Assessment / Technical Evaluation |
| Step 4 | Interview Rounds |
Salary & Benefits
Twilio has not officially disclosed the salary for this role in the job posting. However, based on industry reports and similar operations roles in global technology companies, the expected salary range for the Onboarding Operations Specialist role in India is approximately:
₹7 LPA – ₹12 LPA (Estimated)
Benefits offered by Twilio may include:
Competitive salary packages
Remote work flexibility
Paid time off and wellness leave
Healthcare benefits
Retirement savings programs
Learning and career development opportunities
How to Apply
Visit the official Twilio careers website.
Search for the role Onboarding Operations Specialist 1.
Carefully read the job description and eligibility criteria.
Upload your updated resume and complete the application form.
Submit your application through the careers portal.
Wait for further communication from Twilio’s recruitment team.
Click here to Apply
Resume Tips
Highlight experience related to customer support, operations, or product operations roles.
Emphasize email communication, escalation handling, and stakeholder management experience.
Mention tools such as Zendesk, JIRA, SQL, or CRM platforms if applicable.
Include measurable achievements related to process improvements or customer support performance.
Keep your resume clear, professional, and limited to 1–2 pages.
Assessment / Interview Tips
Prepare examples showing how you handled customer issues or escalations.
Demonstrate strong communication and problem-solving skills.
Show your ability to analyze problems and perform root cause analysis.
Research Twilio’s products and communication APIs before the interview.
Highlight your ability to work independently in a remote work environment.
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