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Fast Track Operations Specialist 2

1 hour, 29 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 150

Description

  • Provide personalized onboarding support for customers enrolled in Fast Track packages.
  • Help customers resolve onboarding issues through direct engagement and support.
  • 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.
  • Handle 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 findings to the product team so product-related issues are addressed.
  • Partner with account teams to proactively address issues and advise on industry changes that may affect onboarding.

Requirements

  • Ability to work rotational shifts from 8:00am to 5:00pm Bogota time.
  • Ability to manage a daily caseload and respond within SLAs.
  • A2P compliance experience.
  • 2+ years of experience specializing in at least one A2P product.
  • Previous experience working directly with clients.
  • Ability to prioritize tasks and effectively project manage.
  • Ability to own up to 12 customer accounts.
  • Strong empathy and customer-centric mindset.
  • Clear verbal and written communication skills.
  • Ability to work independently and cross-functionally as part of a team.
  • 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 general CTIA guidelines and some international regulatory requirements (preferred).
  • Comfortable owning and leading calls (preferred).
  • Experience handling tasks within a desired SLA (preferred).

Benefits

  • Remote-first role based in Colombia.
  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare benefits.
  • Retirement savings program.
  • Opportunity for occasional travel for project or team in-person meetings.
  • Support for volunteering and donation efforts.

Interested in this position?

Apply directly on the company website

Apply Now

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