Fast Track Onboarding Specialist 2

## About the Role As a Fast Track Onboarding Specialist at Twilio, you will play a critical role in ensuring seamless onboarding experiences for customers. This involves working directly with clients to address their unique needs and providing personalized support to resolve any issues that may arise. The Fast Track Onboarding team is an integral part of Twilio's Super Network, which is dedicated to delivering strategic solutions that drive business growth.

The role requires a high level of expertise in A2P onboarding, compliance, and customer engagement. You will be responsible for managing onboarding SLAs, credit utilization, and partner with operations teams to scale onboarding volumes. Your ability to prioritize tasks, manage daily caseloads, and respond within SLAs will be essential to your success in this position.

Twilio's commitment to remote-first work and global inclusion means that you will be part of a vibrant team with diverse experiences, working together to make a global impact. Your career at Twilio is in your hands, and this role offers a unique opportunity for growth and development in a dynamic and innovative company.

## What You Will Do - Provide personalized onboarding support for customers who sign up for Fast Track Packages - Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands - Offer 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 any open items or additional onboarding needs - Provide onboarding support for common customer inquiries through slack in addition to Service now - Assess the nature of product or service issues and resolve basic level problems - Log customer interactions and tag/categorize issues accordingly - Diagnose trends and report findings to the product team to ensure product-related issues are resolved

## What We Are Looking For - Ability to manage daily caseload and respond within SLAs - A2P compliance experience - Experience working directly with clients - Ability to prioritize tasks and effectively project manage - Strong Excel and Google Sheets skills - 2+ years of experience specializing in at least one A2P product - Previous experience in a similar role or industry - Strong communication and problem-solving skills - Ability to work in a fast-paced environment and adapt to changing priorities

## Nice to Have - Experience with Artificial Intelligence (AI) and machine learning - Knowledge of cloud-based platforms and SaaS solutions - Certification in A2P compliance or a related field - Experience working with global teams and stakeholders - Familiarity with Twilio's products and services

## Benefits and Perks - Competitive salary and benefits package - Opportunity to work with a global and diverse team - Flexible working hours and remote work options - Access to cutting-edge technology and tools - Professional development and growth opportunities - Recognition and rewards for outstanding performance - Comprehensive health and wellness programs - Generous PTO and leave policies

- To stand out in your application, be sure to highlight your experience in A2P compliance and onboarding, and provide specific examples of how you have successfully managed complex onboarding processes.

• When preparing for your interview, review Twilio's products and services, and be prepared to discuss how you can contribute to the company's mission and values.
• Make sure your Excel and Google Sheets skills are up-to-date, as these will be essential tools in your role as a Fast Track Onboarding Specialist.
• Be prepared to discuss your experience working with global teams and stakeholders, and how you have adapted to changing priorities in a fast-paced environment.
• When negotiating your salary, be sure to research the market rate for your role and experience level, and be prepared to make a strong case for your worth.
• Pay attention to the company culture and values during your interview process, and be sure to ask questions about opportunities for growth and development within the company.