Wear the Customer’s Shoes: Champion the customer experience by managing inbound porting requests with care, urgency, and accuracy. Ensure customers have a seamless transition when bringing their phone numbers to Twilio or managing hosted services
Be Inclusive: Collaborate with a diverse team of engineers, support agents, product managers, and carrier partners. Respect different communication styles, cultures, and perspectives while driving unified outcomes
Empower Others: Proactively share insights, documentation, and solutions with peers and partner teams to make operational processes easier and more transparent. Help elevate the broader team by contributing to best practices
Write It Down: Maintain accurate records of porting workflows, number hosting cases, escalations, and system usage. Keep internal knowledge bases and documentation up to date to ensure reliability and consistency across teams
No Shenanigans: Follow industry and regulatory standards in number portability and telecom compliance. Protect customer data and make ethical decisions when managing sensitive porting and routing scenarios
Be Bold: Take initiative in solving problems and navigating complexity, even when documentation is limited. Don’t hesitate to raise questions, propose improvements, or flag issues that impact the customer experience
Draw the Owl: Identify recurring issues and inefficiencies in porting and hosting operations. Use your findings to improve workflows, tooling, or automation — even when there’s no clear roadmap
Don’t Settle: Aim to exceed SLAs and continuously look for ways to optimize how we execute core operations. Be relentless about quality, efficiency, and learning from mistakes
Experience with telecom Industry
Exposure to APIs
Location
This role will be remote, and based in Colombia
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings