Fast Track Operations Specialist 2 @Twilio

Overview

Twilio is seeking a Fast Track Operations Specialist to join the team that manages personalized onboarding for customers globally. This role involves direct engagement with customers to assist them in onboarding A2P numbers.

Key Responsibilities

• Provide personalized onboarding support for Fast Track Package customers.
• Resolve existing onboarding issues through customer engagement.
• Provide compliance guidance for all A2P products.
• Manage Onboarding SLAs and credit utilization for each product.
• Collaborate with operations teams to scale onboarding volume per customer.
• Conduct weekly calls with customers to discuss metrics and onboarding needs.
• Respond to customer inquiries via Slack and ServiceNow to ensure excellent experiences.
• Diagnose and report product or service issues to improve processes.
• Partner with account teams to proactively address issues and industry changes.

Requirements

• Ability to work rotational shifts from 8:00 AM to 5:00 PM Bogota time.
• A2P compliance experience and a minimum of 2 years specializing in A2P products.
• Previous experience working directly with clients.
• Strong prioritization, project management, and communication skills.
• Empathetic and customer-centric approach.
• Ability to handle up to 12 customer accounts independently.
• Familiarity with Google Workspace and reporting tools is a plus.
• Understanding of CTIA guidelines and international regulatory requirements.

Benefits

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

Location

This role is remote and based in Colombia.

How to Apply

If you are ready to unleash your potential and contribute, apply to the role.

Deadline

No deadline stated.