Fast Track Operations Specialist 2
Job description
A Fast Track Onboarding Specialist (L2) at Twilio provides personalized onboarding support to customers onboarding A2P numbers, managing SLAs and credit utilization. The role sits in the Fast Track onboarding team within Twilio's Super Network.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Colombia
What you'll do
- Provide personalized onboarding support for customers who sign up for our 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
- Partner with the account team to proactively address issues and advise on any industry changes that could impact customer onboarding experience
What we're looking for
- Ability to work in rotational shifts 8:00am to 5pm Bogota time
- Able to manage daily caseload and respond within SLAs
- A2P compliance experience
- 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
- Empathetic and customer centric to the core
- Clear verbal and written communicator
- Introspective and committed to continuous self-improvement
- Capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals
- Able to complete tasks in core areas within SLAs
Nice to have
- 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
Your team
Fast Track onboarding team
Part of Twilio's Super Network, whose mission is to provide strategic customers with solutions to assist them with SLA driven go to market times solutions.
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
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About Twilio
Shaping the future of communications
Twilio is a remote-first communications company delivering innovative solutions to businesses and empowering developers worldwide to craft personalized customer experiences.
Mission
Deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Key facts
- Communications
- Remote-first company
- May be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings
- Uses AI to help make its hiring process efficient, with every hiring decision made by real Twilions
- Values are called Twilio Magic
- Supports employee volunteering and donation efforts
What they value
- Twilio Magic