At a glance
- Workplace
- Remote
- Location
- Colombia
About the role
- Twilio is seeking a Fast Track Operations Specialist 2 to join the team that runs Twilio's personalized onboarding team globally.
- This role works directly with customers to help them onboard their A2P numbers with 1:1 customer engagement.
Responsibilities
- Provide personalized onboarding support for customers who sign up for Fast Track Packages.
- Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands.
- Provide compliance guidance for all A2P products.
- Manage Onboarding SLAs and credit utilization for each product.
- Partner with operations teams to scale onboarding volumes per assigned customer.
- Join weekly calls with customers to report metrics and review any open items or additional onboarding needs.
- Provide onboarding support for common customer inquiries through Slack in addition to Service Now.
- Assess the nature of product or service issues and resolve basic level problems.
- Log customer interactions and tag/categorize issues accordingly.
- Diagnose trends and report findings to our product team to ensure product related issues are resolved.
Requirements
- Ability to work in rotational shifts 8:00am to 5pm Bogota time
- Able to manage daily caseload and respond within SLAs
- A2P compliance experience
- Experience Required: 2 plus Years specializing in at least one a2p products
- Previous experience working directly with clients
- Ability to prioritize tasks and effectively project manage
- Ready to take own up to 12 customer accounts
- 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.
Preferred qualifications
- Familiarity with Google workspace(Google docs, Google sheets, Gemini)
- Familiarity with reporting tools
- Prior experience implementing a2p phone number types
- Understand general CTIA guidelines and some international regulatory requirements
- Able to effectively prioritize tasks and multi-task
- Comfortable owning and leading calls
- Experience handling tasks within a desired SLA
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
Workplace
- Remote-first company based in Colombia
Skills
- Google Docs
- Google Sheets
- Gemini
