Fast Track Operations Specialist 2 @Twilio

Overview

Twilio is seeking a Fast Track Operations Specialist to join the team that runs Twilio’s personalized onboarding globally. This role involves working directly with customers to help onboard their A2P numbers with personalized engagement.

Key Responsibilities

• Provide personalized onboarding support for customers who sign up for Fast Track Packages.
• Help customers solve existing onboarding issues through engagement that meets their 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.
• Conduct weekly calls with customers to report metrics and review any open items.
• Support customer inquiries through Slack and Service Now.
• Assess and resolve basic level product or service issues.
• Log customer interactions and categorize issues accordingly.
• Report trends to the product team to address product-related issues.
• Collaborate with the account team to proactively address issues and advise on industry impacts.

Requirements

• Ability to work in rotational shifts from 8:00 am to 5:00 pm Bogota time.
• Manage daily caseload and respond within SLAs.
• 2+ years of experience specializing in A2P products.
• Experience working directly with clients.
• Strong prioritization and project management skills.
• Empathetic and customer-centric.
• Clear verbal and written communicator.
• Self-improvement mindset and ability to work collaboratively.

Benefits

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

Location

This role is remote and based in Colombia.

How to Apply

Interested candidates should apply through Twilio’s official application process.