Fast Track Onboarding Specialist 2 @Twilio

Overview

Twilio is seeking a Fast Track Onboarding Specialist to join their global personalized onboarding team. This remote role will assist customers in onboarding their A2P numbers with personalized engagement.

Key Responsibilities

• Provide personalized onboarding support for customers signing up for Fast Track Packages.
• Assist Fast Track customers in resolving existing onboarding issues.
• Offer compliance guidance for all A2P products.
• Manage onboarding SLAs and credit utilization for each product.
• Collaborate with operations teams to scale onboarding volumes for assigned customers.
• Join weekly customer calls to report metrics and review onboarding needs.
• Respond to common customer inquiries via Slack and ServiceNow to ensure excellent customer experience.
• Evaluate product or service issues and resolve basic problems.
• Log customer interactions and categorize issues appropriately.
• Identify trends and report findings to the product team to address product-related issues.

Requirements

Required:

• Ability to manage daily caseload and respond within SLAs.
• A2P compliance experience.
• At least 2 years of experience specializing in A2P products.
• Previous direct client interaction experience.
• Strong task prioritization and project management skills.
• Empathetic and customer-centric mindset.
• Clear verbal and written communication skills.
• Ability to work independently as well as in a team.

Desired:

• Familiarity with Google Workspace (Google Docs, Google Sheets).
• Experience with reporting tools.
• Prior experience implementing A2P phone number types.
• Understanding of CTIA guidelines and international regulatory requirements.
• Able to prioritize tasks and multitask effectively.
• Comfortable leading calls.
li>Experience handling tasks within an SLA.

Benefits

Twilio offers competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and more. Benefit offerings vary by location.

Location

Remote - India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi).

How to Apply

Please apply directly through our careers page.