Fast Track Onboarding Specialist 2

About the Role

Twilio is looking for a Fast Track Operations Specialist to join the global personalized onboarding team. This role is crucial for assisting strategic customers with onboarding their A2P numbers, ensuring a smooth and efficient process. As a key member of Twilio's Super Network, you will provide expert, personalized onboarding support, contributing to strategic customer success and SLA-driven go-to-market times.

Job Details

• Role: Fast Track Operations Specialist
• Team: Personalized Onboarding Team, A2P Onboarding Organization
• Shift: NAMER shift (06:30 PM - 03:30 AM IST)
• Location: Remote (India - Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

Responsibilities

In this role, you will:

• Provide personalized onboarding support for customers using Fast Track Packages.
• Assist Fast Track customers in resolving onboarding issues to meet their demands.
• Offer compliance guidance for all A2P products.
• Manage Onboarding SLAs and credit utilization for each product.
• Collaborate with operations teams to scale onboarding volumes.
• Participate in weekly customer calls to report metrics and discuss needs.
• Provide customer support via Slack and ServiceNow, ensuring an excellent experience.
• Assess and resolve basic product or service issues.
• Log customer interactions and categorize issues accurately.
• Identify trends and report findings to the product team for issue resolution.

Qualifications

Twilio values diverse experiences and encourages all qualified candidates to apply. If your career path is unconventional, don't hesitate to apply!

Required:

• Ability to manage daily caseload and respond within SLAs.
• Experience with A2P compliance.
• 2+ years of experience specializing in at least one A2P product.
• Previous experience working directly with clients.
• Ability to prioritize tasks and manage projects effectively.
• Capacity to manage up to 12 customer accounts.
• Strong empathy and customer-centric approach.
• Excellent verbal and written communication skills.
• Commitment to continuous self-improvement.
• Ability to work independently and collaboratively within a team.
• Proficiency in completing core tasks within SLAs.

Desired:

• Familiarity with Google Workspace (Docs, Sheets, Gemini).
• Experience with reporting tools.
• Prior experience implementing A2P phone number types.
• Understanding of general CTIA guidelines and international regulatory requirements.
• Ability to effectively prioritize and multitask.
• Comfort in owning and leading calls.
• Experience handling tasks within desired SLAs.

What We Offer

Working at Twilio provides numerous benefits, including:

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• And much more (offerings vary by location).

Company Culture

Twilio encourages bold thinking, initiative, and a willingness to try new things, embodying "Twilio Magic." The company supports employees in making a positive community impact through volunteering and donations. Embrace your potential and apply now!