Skill Compatibility Diagnostics
Live technical match evaluated against role architecture & expected skills.
Consider reviewing the missing technical prerequisites before submitting your application.
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About the Role
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.
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 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.
While we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
Key Technical Responsibilities
- check_circle Provide personalized onboarding support for customers who sign up for our Fast Track Packages.
- check_circle Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands.
- check_circle Provide compliance guidance for all A2P products.
- check_circle Manage Onboarding SLAs and credit utilization for each product.
- check_circle Partner with operations teams to scale onboarding volumes per assigned customer.
- check_circle Join weekly calls with customers to report metrics and review any open items or additional onboarding needs.
- check_circle Provide onboarding support for common customer inquiries through Slack in addition to ServiceNow to ensure an excellent customer experience.
- check_circle Assess the nature of product or service issues and resolve basic level problems.
- check_circle Log customer interactions and tag/categorize issues accordingly.
- check_circle Diagnose trends and report findings to our product team to ensure product related issues are resolved.
- check_circle Partner with the account team to proactively address issues and advise on any industry changes that could impact customer onboarding experience.
Prerequisites & Qualifications
- check Ability to work in rotational shifts 8:00am to 5pm Bogota time
- check Able to manage daily caseload and respond within SLAs
- check A2P compliance experience
- check 2 plus years specializing in at least one A2P product
- check Previous experience working directly with clients
- check Ability to prioritize tasks and effectively project manage
- check Ready to take ownership of up to 12 customer accounts
- check Empathetic and customer-centric to the core
- check Clear verbal and written communicator
- check Introspective and committed to continuous self-improvement
- check Capable of working independently but also energized from working within a team and cross-functionally
- check Able to complete tasks in core areas within SLAs
- check Familiarity with Google workspace (Google docs, Google sheets, Gemini) is desired
- check Familiarity with reporting tools is desired
- check Prior experience implementing A2P phone number types is desired
- check Understand general CTIA guidelines and some international regulatory requirements is desired
- check Comfortable owning and leading calls is desired
About Twilio Greenhouse Board
Verified hiring organization details.
Twilio Greenhouse Board operates as a recruitment platform and hiring framework utilized by Twilio for managing talent acquisition and candidate pipelines in the technology and software sector. Twilio itself is a prominent cloud communications platform provider that enables developers to build, scale, and operate real-time communications within software applications.