Fast Track Operations Specialist 2

<div class="content-intro"><p><strong>Who we are&nbsp;</strong></p> <p>At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to<a class="c-link" href="https://customers.twilio.com/" target="_blank" data-stringify-link="https://customers.twilio.com/" data-sk="tooltip_parent">&nbsp;hundreds of thousands of businesses&nbsp;</a>and empower millions of developers worldwide to craft personalized customer experiences.</p> <p>Our dedication to <a class="c-link" href="https://www.twilio.com/en-us/blog/open-work" target="_blank" data-stringify-link="https://www.twilio.com/en-us/blog/open-work" data-sk="tooltip_parent">remote-first work</a>, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.<br><span style="color: rgb(255, 255, 255);">.</span></p> <p><strong>Hiring and how we work</strong></p> <p>We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!&nbsp;</p> <p>Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.&nbsp;<br><span style="color: rgb(255, 255, 255);">.</span></p></div><p><strong>See yourself at Twilio</strong></p> <p>Join the team as Twilio’s next Fast Track Onboarding Specialist (L2).</p> <p><strong>About the job</strong></p> <p>Twilio is seeking a Fast Track Operations Specialist to join the team that runs Twilio’s personalized onboarding team globally. This role will work directly with customers to help them onboard A2P their A2P numbers with 1:1 customer engagement. Fast Track Onboarding Specialists are the personalized onboarding experts under the A2P onboarding org. The Fast Track onboarding team is a key part of Twilio’s Super Network, whose mission is to provide strategic customers with solutions to assist them with SLA driven go to market times solutions.</p> <p><strong>Responsibilities</strong></p> <p>In this role, you’ll:</p> <ul> <li>Provide personalized onboarding support for customers who sign up for our Fast Track Packages.</li> <li>Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands.&nbsp;</li> <li>Able to provide compliance guidance for all A2P products.</li> <li>Manage Onboarding SLAs and credit utilization for each product</li> <li>Partner with operations teams to scale onboarding volumes per assigned customer</li> <li>Join weekly calls with customers to report metrics and review any open items or additional onboarding needs</li> <li>Wear the Customer Shoes: Provide onboarding support for common customer inquiries through slack in addition to Service now; to ensure customers have an excellent experience with Twilio.</li> <li>Draw the Owl: Assess the nature of product or service issues and resolve basic level problems</li> <li>Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.</li> <li>Be Bold: Diagnose trends and report findings to our product team to ensure product related issues are resolved&nbsp;</li> <li>Be an Owner: Partner with the account team to proactively address issues and advise on any industry changes that could impact customer onboarding experience.</li> </ul> <p><strong>Qualifications&nbsp;</strong></p> <p>Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!</p> <p><strong>*Required:</strong></p> <ul> <li>Ability to work in rotational shifts 8:00am to 5pm Bogota time</li> <li>Able to manage daily caseload and respond within SLAs</li> <li>A2P compliance experience</li> <li>Experience Required: 2 plus Years specializing in at least one a2p products</li> &l