Fast Track Operations Specialist 2
New
T
TwilioCommunications Technology
Remote - Colombia, 8:00am to 5pm Bogota timeFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2 plus Years specializing in at least one a2p products
- Required Skills
- Project ManagementSlackServiceNowCustomer support
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.
- 2 plus years of experience 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 of up to 12 customer accounts.
- Empathetic and customer-centric.
- Clear verbal and written communicator.
- Capable of working independently and cross-functionally.
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.
- 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 and ServiceNow.
- 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 the product team.
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