Fast Track Operations Specialist 2
New
This role will be remote and based in Colombia, rotational shifts 8:00am to 5pm Bogota timeFull-TimeJunior
Salary not disclosed
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Job Details
- Experience
- 2 plus Years specializing in at least one a2p products
- Required Skills
- Project ManagementCustomer serviceGoogle SheetsGoogle Workspace
Requirements
- 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 Required: 2 plus Years specializing in at least one 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
- 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.
- Able to 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
- Able to effectively prioritize tasks and multi-task
- Comfortable owning and leading calls
- Experience handling tasks within a desired SLA
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
- 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.
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