Fast Track Operations Specialist 2

Twilio
Colombia
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 2+ yearsSkills: ["Customer centric","Prioritization","Verbal communication","Written communication","Continuous improvement"]

Own personalized onboarding for Twilio’s Fast Track Packages, helping customers onboard A2P numbers with 1:1 engagement. You’ll troubleshoot onboarding issues via Slack and ServiceNow, guide A2P compliance, manage onboarding SLAs and credit utilization, and partner with operations to scale onboarding volume. Join weekly customer calls to review metrics and open items, log and categorize customer interactions, and diagnose trends to inform the product team.

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FursaFursa
Twilio
Twilio
1 day ago

Fast Track Operations Specialist 2

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 minutes agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Own personalized onboarding for Twilio’s Fast Track Packages, helping customers onboard A2P numbers with 1:1 engagement. You’ll troubleshoot onboarding issues via Slack and ServiceNow, guide A2P compliance, manage onboarding SLAs and credit utilization, and partner with operations to scale onboarding volume. Join weekly customer calls to review metrics and open items, log and categorize customer interactions, and diagnose trends to inform the product team.
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 signing up for Fast Track Packages.
  • •Help customers resolve onboarding issues through engagement that meets onboarding demands.
  • •Provide A2P compliance guidance for all A2P products.
  • •Manage onboarding SLAs and credit utilization per product.
  • •Partner with account and operations teams to scale onboarding volume, join weekly customer calls, log/tag issues, and diagnose trends for the product team.
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement SavingsParental LeaveWellness StipendGenerous Time

Key Requirements

  • •Ability to work rotational shifts 8:00am to 5pm Bogota time.
  • •Manage daily caseload and respond within onboarding SLAs.
  • •2+ years specializing in at least one A2P product.
  • •Experience working directly with clients and onboarding customers.
  • •A2P compliance experience and ability to prioritize tasks effectively.
Experience:2+ yearsTelecommunicationsA2P
Skills:Customer centricPrioritizationVerbal communicationWritten communicationContinuous improvement
Tech Stack:SlackServiceNowGoogle WorkspaceGoogle 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
Glassdoor: 4.0
WebsiteLinkedIn