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Fast Track Onboarding Specialist 2

18 hours, 22 minutes ago
India
Full-time
Junior
Implementation Engineer
Customer and Technical Support
Twilio
Apply Now
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008
View All Jobs 151

Description

  • Provide personalized onboarding support for customers enrolled in Fast Track packages.
  • Help customers resolve onboarding issues and meet their onboarding needs.
  • Provide compliance guidance for A2P products.
  • Manage onboarding SLAs and credit utilization for each product.
  • Partner with operations teams to scale onboarding volumes for assigned customers.
  • Join weekly customer calls to review metrics, open items, and additional onboarding needs.
  • Handle common customer inquiries through Slack and ServiceNow to ensure a strong customer experience.
  • Assess product or service issues and resolve basic-level problems.
  • Log customer interactions and tag or categorize issues appropriately.
  • Diagnose trends and report product-related findings to the product team.

Requirements

  • 2+ years of experience specializing in at least one A2P product.
  • Experience working directly with clients.
  • Experience with A2P compliance.
  • Ability to manage a daily caseload and respond within SLAs.
  • Ability to prioritize tasks and effectively project manage.
  • Ability to own up to 12 customer accounts.
  • Strong empathy and a customer-centric mindset.
  • Clear verbal and written communication skills.
  • Ability to work independently and collaborate cross-functionally.
  • Ability to complete tasks in core areas within SLAs.
  • Familiarity with Google Workspace, including Google Docs, Google Sheets, and Gemini (preferred).
  • Familiarity with reporting tools (preferred).
  • Prior experience implementing A2P phone number types (preferred).
  • Understanding of CTIA guidelines and some international regulatory requirements (preferred).
  • Ability to effectively prioritize, multi-task, and lead calls (preferred).

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Remote-first work environment.
  • Volunteer and donation support through Twilio’s community impact programs.

Interested in this position?

Apply directly on the company website

Apply Now

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