Fast Track Operations Specialist 2 @Twilio

Overview

Twilio is seeking a Fast Track Operations Specialist to join its personalized onboarding team globally. This remote role will work directly with customers to assist them in onboarding A2P numbers through 1:1 engagement.

Key Responsibilities

• Provide personalized onboarding support for customers signing up for Fast Track Packages.
• Help Fast Track customers resolve existing onboarding issues.
• Provide compliance guidance for all A2P products.
• Manage onboarding SLAs and credit utilization for each product.
• Collaborate with operations teams to scale onboarding volumes.
• Join weekly customer calls to report metrics and review onboarding needs.
• Respond to customer inquiries via Slack and ServiceNow to ensure an excellent experience.
• Diagnose product or service issues and resolve basic level problems.
• Log customer interactions and categorize issues accordingly.
• Identify trends and report findings to the product team.
• Collaborate with account teams to proactively address issues impacting onboarding experiences.

Requirements

• Ability to work rotational shifts from 8:00 AM to 5:00 PM Bogota time.
• A2P compliance experience.
• Minimum of 2 years of experience specializing in at least one A2P product.
• Previous experience working directly with clients.
• Strong project management and prioritization skills.
• Empathetic and customer-centric attitude.
• Clear verbal and written communication skills.
• Ability to work independently and as part of a team.

Benefits

Twilio offers competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and other benefits that vary by location.

Location

This role is remote and based in Colombia.

How to Apply

Interested candidates should apply directly on Twilio's career page.

Deadline

No deadline stated.