[Hiring] Fast Track Operations Specialist @Twilio

Role Description

Twilio is seeking a Fast Track Operations Specialist to join the team that runs Twilio’s personalized onboarding team globally. This role will work directly with customers to help them onboard their A2P numbers with 1:1 customer engagement. Fast Track Onboarding Specialists are the personalized onboarding experts under the A2P onboarding org. The Fast Track onboarding team is a key 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.

Responsibilities

• 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.
• Able to 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.
• Wear the Customer Shoes: Provide onboarding support for common customer inquiries through Slack in addition to ServiceNow; to ensure customers have an excellent experience with Twilio.
• Draw the Owl: Assess the nature of product or service issues and resolve basic level problems.
• Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.
• Be Bold: Diagnose trends and report findings to our product team to ensure product related issues are resolved.
• Be an Owner: Partner with the account team to proactively address issues and advise on any industry changes that could impact customer onboarding experience.

Qualifications

• Ability to work in rotational shifts 8:00am to 5pm Bogota time.
• Able to manage daily caseload and respond within SLAs.
• A2P compliance experience.
• Experience Required: 2 plus Years specializing in at least one A2P product.
• Previous experience working directly with clients.
• Ability to prioritize tasks and effectively project manage.
• Ready to take on up to 12 customer accounts.
• You’re empathetic and customer centric to the core.
• You’re a clear verbal and written communicator.
• You’re introspective and committed to continuous self-improvement.
• You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals.
• You’re able to complete tasks in core areas within SLAs.

Requirements

• 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.

Location

This role will be remote, and based in Colombia.

Travel

For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• A retirement savings program.
• And much more. Offerings vary by location.