Fast Track Operations Specialist
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
- Required Skills
- Project ManagementGoogle WorkspaceSlackServiceNow
Requirements
- 2+ years of experience specializing in at least one A2P product.
- Previous experience working directly with clients.
- Ability to work in rotational shifts 8:00am to 5pm Bogota time.
- Ability to manage a daily caseload and respond within SLAs.
- Strong A2P compliance knowledge.
- Ability to prioritize tasks and effectively project manage.
- Capable of handling up to 12 customer accounts.
- Clear verbal and written communication skills.
- Customer-centric mindset.
- Ability to work independently and cross-functionally.
- Commitment to continuous self-improvement.
Responsibilities
- Provide personalized onboarding support for customers who sign up for Fast Track Packages.
- Help customers solve existing onboarding issues through direct 1:1 engagement.
- 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 open items.
- Provide onboarding support through Slack and ServiceNow.
- Assess and resolve basic product or service issues.
- Log customer interactions and categorize issues for trend analysis.
- Partner with the account team to proactively address issues and advise on industry changes.
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