Fast Track Operations Specialist 2

Summary

Join Twilio as a Fast Track Onboarding Specialist (L2) and provide personalized onboarding support to customers using our Fast Track Packages. You will help customers solve onboarding issues, provide compliance guidance for A2P products, manage SLAs and credit utilization, and partner with operations teams to scale onboarding volumes. This role involves weekly customer calls, addressing inquiries through Slack and ServiceNow, troubleshooting product issues, prioritizing tasks, and diagnosing trends. You will also collaborate with the account team to proactively address issues and advise on industry changes impacting customer onboarding. The position is remote, based in Colombia, and involves rotational shifts (7:30 pm to 5:00 am IST).

Requirements

• Ability to work in rotational shifts 7:30pm to 5:00am IST
• Able to manage daily caseload and respond within SLAs
• Experience Required: 2 plus Years working within ops teams and specializing in one of the a2p products
• Previous experience working directly with clients
• Ability to prioritize tasks and effectively project manage
• Ready to take own 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

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 Service now; 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

Preferred Qualifications

• Familiarity with Microsoft Word and Microsoft Excel
• Familiarity with twilio reporting tools
• Familiarity with provisioning number types in one admin
• 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

Benefits

• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program