RemoteLeaf Logo
Log in Sign up

Fast Track Operations Specialist 2

2 hours, 12 minutes ago
Colombia
Full-time
Junior
Customer Success
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 118

Description

  • Provide personalized onboarding support for customers on 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 report metrics and review open items or additional onboarding needs.
  • Respond to customer inquiries via Slack and ServiceNow to deliver a strong customer experience.
  • Assess product or service issues and resolve basic-level problems.
  • Log customer interactions and tag or categorize issues appropriately.
  • Diagnose recurring trends and report findings to the product team.
  • Partner with account teams to proactively address issues and communicate industry changes that may affect onboarding.

Requirements

  • Ability to work rotational shifts from 7:30pm to 5:00am IST.
  • Ability to manage a daily caseload and respond within SLAs.
  • 2+ years of experience working within operations teams and specializing in one of the A2P products.
  • Previous experience working directly with clients.
  • Ability to prioritize tasks and effectively project manage.
  • Willingness to own up to 12 customer accounts.
  • Strong empathy and customer-centric mindset.
  • Clear verbal and written communication skills.
  • Ability to work independently and collaborate across teams to achieve company goals.
  • Ability to complete tasks in core areas within SLAs.
  • Familiarity with Microsoft Word and Microsoft Excel (preferred).
  • Familiarity with Twilio reporting tools (preferred).
  • Familiarity with provisioning number types in One Admin (preferred).
  • Understanding of general CTIA guidelines and some international regulatory requirements (preferred).
  • Comfortable owning and leading calls (preferred).
  • Experience handling tasks within a desired SLA (preferred).

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Remote work based in Colombia.
  • Occasional travel for project or team in-person meetings.
  • Volunteer and donation support through Twilio community impact programs.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Spring Health

EAP Dedicated Management Consultant (Remote, TEMPORARY)

Spring Health 1K-5K Health Care Providers & Services

Spring Health is hiring a temporary BOB Management Consultant + CIR Delivery professional to provide workplace management consultation and critical incident response support for employees, managers, and HR partners.

Anywhere Contract Mid Level Customer Success Human Resources
$80k-$101k
SAP
12 minutes ago
Spring Health

Full Time Provider (PA, VA, OH, IL, AZ, CT, MA, CO, WI)

Spring Health 1K-5K Health Care Providers & Services

Spring Health is hiring a full-time mental health provider to deliver therapy and clinical support for its member network through telehealth and data-informed care.

United States Full-time Senior Customer Success
$66k-$70k
57 minutes ago
Spring Health

Global Care Navigator - Italian Speaking (Remote)

Spring Health 1K-5K Health Care Providers & Services

Spring Health is hiring a Global Care Navigator/Support Coordinator to guide members through mental health care access and coordination within its global clinical operations team.

United States Full-time Junior Customer Support Operations Specialist
$69k-$88k
1 hour, 12 minutes ago
New Relic

Senior Travel Specialist

New Relic 1K-5K Internet Software & Services

New Relic is seeking a Sr Specialist for its Travel team in Hyderabad to manage global employee travel, expense, and card program operations while supporting compliance, process improvement, and round-the-clock service delivery.

India Full-time Senior Operations Specialist
NetSuite
1 hour, 12 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers