Twilio

1 week ago

Fast Track Operations Specialist 2

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Provide personalized onboarding support to customers signing up for Fast Track packages, including helping resolve onboarding issues and guiding compliance for A2P products. Manage onboarding SLAs and credit utilization, partner with operations to scale onboarding volumes, and join weekly customer calls to review metrics and open items. Diagnose basic product/service issues, log and categorize interactions, and share trends with the product team while coordinating with the account team to proactively address customer onboarding needs.

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Provide personalized onboarding support for customers who sign up for Fast Track packages.
•Help customers solve existing onboarding issues through 1:1 engagement that meets onboarding demands.
•Manage onboarding SLAs and credit utilization for each product, ensuring task completion within SLAs.
•Use Slack and ServiceNow to handle common inquiries, log interactions, and tag/categorize issues.
•Diagnose basic product or service issues, report trends to the product team, and coordinate with the account team to address onboarding risks and industry changes.

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement SavingsParental LeaveWellness Stipend

Key Requirements

•2+ years specializing in at least one A2P product.
•A2P compliance experience and the ability to provide compliance guidance.
•Previous experience working directly with clients and managing up to 12 customer accounts.
•Ability to manage a daily caseload and respond within SLAs, including rotational shifts 8:00am to 5pm Bogota time.
•Strong prioritization and project-management skills, with clear verbal and written communication.

Experience:2+ yearsTelecommunicationsCustomer onboardingA2P

Skills:Customer centricityCommunicationPrioritizationProject managementIndependent work

Languages:English

Tech Stack:SlackServiceNowGoogle DocsGoogle SheetsGemini

Company Brief

Twilio

Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn

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Twilio

1 week ago

Fast Track Operations Specialist 2

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Provide personalized onboarding support for customers who sign up for Fast Track packages.
•Help customers solve existing onboarding issues through 1:1 engagement that meets onboarding demands.
•Manage onboarding SLAs and credit utilization for each product, ensuring task completion within SLAs.
•Use Slack and ServiceNow to handle common inquiries, log interactions, and tag/categorize issues.
•Diagnose basic product or service issues, report trends to the product team, and coordinate with the account team to address onboarding risks and industry changes.

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement SavingsParental LeaveWellness Stipend

Key Requirements

•2+ years specializing in at least one A2P product.
•A2P compliance experience and the ability to provide compliance guidance.
•Previous experience working directly with clients and managing up to 12 customer accounts.
•Ability to manage a daily caseload and respond within SLAs, including rotational shifts 8:00am to 5pm Bogota time.
•Strong prioritization and project-management skills, with clear verbal and written communication.

Experience:2+ yearsTelecommunicationsCustomer onboardingA2P

Skills:Customer centricityCommunicationPrioritizationProject managementIndependent work

Languages:English

Tech Stack:SlackServiceNowGoogle DocsGoogle SheetsGemini

Company Brief

Twilio

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn