**See yourself at Twilio**: Join the team as our next Product Operations Specialist II **Who we are & why we're hiring**: Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. **About the job**: **Responsibilities**: In this role, you'll: - Assess the nature of product or service issues and resolve basic-to-intermediate level problems. - Log customer interactions and tag/categorize issues accordingly. - Respond to and action incoming carrier partner notifications. - Quickly and confidently triage complex issues to the Level 2 team. - Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core area and basic questions across multiple areas. - Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain **Qualifications**: **Required**: - You're thorough, organized, and detail-oriented, and you're able to prioritize and execute multiple processes. - You're empathetic and customer centric to the core. - You're a clear verbal and written communicator. - You're introspective and committed to continuous self-improvement. - You're capable of learning quickly and mastering complicated systems. - You're capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals. - You're able to complete tasks in core area within SLAs. - You have 2+ years of working on an Operations team. - You're able to complete tasks in core and related areas within SLAs. **Location** This role will be based remotely in Colombia. **What We Offer**: There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. **Twilio thinks big. Do you?**: We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. If this role isn't what you're looking for, please consider other open positions.