Twilio
Fast Track Operations Specialist 2
Job Summary
This role involves providing personalized onboarding support to customers, assisting with the setup of A2P numbers and ensuring SLA adherence. The specialist will manage customer interactions, troubleshoot issues, and collaborate with operations and product teams to improve onboarding processes. Strong communication, prioritization, and client engagement skills are essential, along with the ability to work independently and manage multiple accounts. The position is remote, based in Colombia, with benefits including time-off, healthcare, and retirement plans.
Required Skills
Benefits
Job Description
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
See yourself at Twilio
Join the team as Twilio’s next Fast Track Onboarding Specialist (L2).
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion mean that no matter your location, you’re part of a vibrant, diverse team making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
About the job
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. Fast Track Onboarding Specialists are the personalized onboarding experts under the A2P onboarding org. The Fast Track onboarding team is a key part of Twilio’s Super Network, whose mission is to provide strategic customers with solutions to assist them with SLA driven go to market times solutions.
Responsibilities
In this role, you’ll:
- 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.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate with rich experience in product handling, escalations, we encourage applicants with alternative experiences to also apply. We are always looking for people who will bring something new to the table!
Required:
- 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.
Desired:
- 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
Location
This role will be remote and based in Colombia.
Travel
This role will not require any Travel.
What We Offer
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
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