Fast Track Operations Specialist

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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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.

• 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.
• 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.
• Provide onboarding support for common customer inquiries through Slack in addition to Service Now; to ensure customers have an excellent experience with Twilio.
• Assess the nature of product or service issues and resolve basic level problems.
• Log customer interactions and tag/categorize issues accordingly.
• Diagnose trends and report findings to our product team to ensure product‑related issues are resolved.
• Partner with the account team to proactively address issues and advise on any industry changes that could impact customer onboarding experience.

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio.

• Ability to work in rotational shifts 8:00am to 5pm Bogota time.
• Able to manage daily caseload and respond within SLAs.
• A2P compliance experience.
• Experience:
  
  2 plus years specializing in at least one a2p product.
• Previous experience working directly with clients.
• Ability to prioritize tasks and effectively project manage.
• Ready to take ownership up to 12 customer accounts.
• Empathetic and customer‑centric to the core.
• Clear verbal and written communicator.
• Introspective and committed to continuous self‑improvement.
• Capable of working independently but also energized from working within a team and cross‑functionally to achieve the company's goals.
• Can complete tasks in core areas within SLAs.

• Familiarity with Google Workspace (Google Docs, Google Sheets, Gemini).
• Familiarity with reporting tools.
• Prior experience implementing a2p phone number types.
• Understand general CTIA guidelines and some international regulatory requirements.
• Can effectively prioritize tasks and multi‑task.
• Comfortable owning and leading calls.
• Experience handling tasks within a desired SLA.

This role will be remote and based in Colombia. We may require occasional travel to participate in project or team in‑person meetings.

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

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