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Fast Track Operations Specialist - Remote

Posted Yesterday
Customer Service
Full Time
Colombia

Overview

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 A2P their a2p numbers with 1:1 customer engagement.

In Short

  • Provide personalized onboarding support for customers signing up for Fast Track Packages.
  • Help customers solve onboarding issues through engagement.
  • Provide compliance guidance for A2P products.
  • Manage Onboarding SLAs and credit utilization.
  • Partner with operations teams to scale onboarding volumes.
  • Join weekly calls with customers to report metrics.
  • Provide onboarding support for customer inquiries.
  • Log customer interactions and categorize issues.
  • Diagnose trends and report findings to the product team.
  • Partner with the account team to address issues proactively.

Requirements

  • Ability to work in rotational shifts 7:30pm to 5:00am IST.
  • Able to manage daily caseload and respond within SLAs.
  • 2+ years of experience in ops teams specializing in A2P products.
  • Previous experience working directly with clients.
  • Ability to prioritize tasks and project manage effectively.
  • Empathetic and customer-centric mindset.
  • Clear verbal and written communication skills.
  • Commitment to continuous self-improvement.
  • Ability to work independently and within a team.
  • Ability to complete tasks within SLAs.

Benefits

  • Competitive pay.
  • Generous time-off.
  • Ample parental and wellness leave.
  • Healthcare benefits.
  • Retirement savings program.
  • Support for volunteering and donation efforts.
Twilio logo

Twilio

Twilio is a pioneering company in the communications sector, dedicated to transforming how businesses interact with their customers. With a strong commitment to remote-first work, Twilio empowers a diverse team of professionals to deliver innovative solutions to hundreds of thousands of businesses and millions of developers globally. The company fosters a culture of connection and inclusion, enabling employees to thrive and make a significant impact in the world of communications. Twilio values diverse experiences and encourages individuals from various backgrounds to contribute to its mission of revolutionizing customer engagement through advanced technology.

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