This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Phone Numbers Operations Specialist 2 based in India.
As a Phone Numbers Operations Specialist 2, you will play a key role in managing global phone number operations and delivering seamless connectivity solutions to customers worldwide. You will work directly with customers and carrier partners to facilitate phone number porting, short code procurement, and Sender ID requests. As part of an international product operations team, you will help maintain the infrastructure that enables businesses and developers to communicate across the globe. You will investigate customer inquiries, resolve operational challenges, and manage complex issues while ensuring a high standard of service. Combining customer support expertise with technical and analytical skills, you will contribute to improving operational processes and service reliability. This is an opportunity to join a remote-first, collaborative environment where innovation, ownership, and customer satisfaction are highly valued.
Accountabilities:
- Manage customer inquiries: Respond to customer requests received via email, providing timely, accurate, and helpful support to ensure an excellent customer experience.
- Resolve operational issues: Assess product and service-related challenges, investigate their causes, and resolve basic-to-intermediate problems independently while handling more complex cases with appropriate expertise.
- Provide technical guidance: Address intermediate-to-advanced questions from external customers and internal stakeholders within core operational areas, while supporting basic inquiries across other related functions.
- Coordinate phone number operations: Support customers with phone number porting, short code procurement, Sender ID requests, and access to the phone numbers required for their applications.
- Manage carrier communications: Monitor, respond to, and take appropriate action on incoming notifications from telecommunications carrier partners.
- Handle complex escalations: Investigate and resolve challenging customer and internal operational issues efficiently, maintaining clear communication and transparency throughout the resolution process.
- Maintain operational records: Document customer interactions, accurately categorize and tag issues, and ensure that relevant information is recorded for tracking and future reference.
- Support continuous operations: Learn and apply new processes across different operational areas, helping maintain smooth workflows and consistent service delivery.
- Collaborate with industry partners: Work closely with customers, internal teams, carriers, and other telecommunications stakeholders to troubleshoot issues, build trust, and improve operational outcomes.
Requirements:
- Professional experience: 4–6 years of experience in customer-facing operations or support roles, preferably within e-commerce, telecommunications, or other global service environments.
- Technical knowledge: Basic technical proficiency, including SQL fundamentals, an understanding of APIs, and familiarity with data analytics.
- Data and reporting tools: Experience using SQL, Looker, Tableau, or similar data extraction, analysis, and visualization tools is an advantage.
- API understanding: Familiarity with APIs and related technologies, with the ability to use technical information to investigate and resolve operational issues.
- Customer orientation: A strong customer-first mindset, with empathy and a genuine interest in helping customers and carrier partners solve problems using data-driven insights.
- Telecommunications knowledge: Previous experience or familiarity with telecommunications services, phone number management, or carrier operations is desirable.
- Communication skills: Excellent written and verbal communication abilities, with the capacity to explain technical concepts and operational updates clearly, concisely, and professionally.
- Analytical and problem-solving skills: Strong troubleshooting abilities and attention to detail, with the confidence to investigate unfamiliar issues and navigate ambiguity.
- Collaboration: Ability to work effectively with internal teams, external customers, communications partners, and industry stakeholders to resolve issues and maintain strong working relationships.
- Organization and time management: Excellent organizational skills, with the ability to prioritize competing requests, manage workloads, and meet deadlines in a fast-paced environment.
- Schedule flexibility: Willingness to work flexible rotational schedules to support global operations and customer needs.
- Adaptability: A proactive, resourceful mindset, with the ability to take initiative, learn new processes, and remain effective under pressure.
Benefits:
- Competitive compensation: Attractive pay package aligned with the role, experience, and location.
- Remote-first flexibility: Fully remote working arrangement within eligible locations in India.
- Healthcare coverage: Access to healthcare benefits, with offerings adapted to the employee's location.
- Generous time off: Paid time off to support rest, personal commitments, and work-life balance.
- Parental leave: Dedicated parental leave benefits to support employees and their families.
- Wellness support: Additional wellness leave and programs designed to promote employee well-being.
- Retirement savings: Access to a retirement savings program, subject to local eligibility and provisions.
- Global exposure: Opportunities to collaborate with international teams, customers, and telecommunications partners.
- Professional growth: The chance to develop technical, analytical, and operational expertise within a global communications technology environment.
- Inclusive culture: A diverse and supportive workplace that values different perspectives, encourages innovation, and gives employees opportunities to contribute ideas.
- Community involvement: Support for employee volunteering and charitable donation initiatives.
- Occasional travel: Opportunities to participate in in-person team gatherings, project meetings, and customer engagements when required.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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