Fast Track Operations Specialist 2

## About the Role As a Fast Track Operations Specialist 2 at Twilio, you will be part of a dynamic team responsible for delivering personalized onboarding experiences to customers. Your day-to-day tasks will involve working closely with customers to solve onboarding issues, providing compliance guidance, and managing SLAs. You will be the primary point of contact for customers who have signed up for Twilio's Fast Track Packages, ensuring they have an excellent experience with the company. The role requires strong communication skills, attention to detail, and the ability to work in a fast-paced environment. The Fast Track Onboarding team is a key part of Twilio's Super Network, which aims to provide strategic customers with solutions to assist them with SLA-driven go-to-market times. As a member of this team, you will be expected to partner with operations teams to scale onboarding volumes per assigned customer and provide weekly updates on metrics and open items. Twilio's commitment to remote-first work and global inclusion means that you will be part of a diverse team with a strong culture of connection. The company values diverse experiences from all kinds of industries and encourages everyone who meets the required qualifications to apply. ## What You Will Do - Provide personalized onboarding support for customers who sign up for Twilio's Fast Track Packages - Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands - Provide 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 - Wear the Customer Shoes: Provide onboarding support for common customer inquiries through Slack, in addition to ServiceNow - Draw the Owl: Assess the nature of product or service issues and resolve basic-level problems - Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly - Be Bold: Diagnose trends and report findings to the product team to ensure product-related issues are resolved - Be an Owner: Partner with the account team to proactively address issues and advise on any industry changes that could impact customer onboarding experience ## What We Are Looking For - Ability to work in rotational shifts (8:00 am to 5:00 pm Bogota time) - Ability to manage daily caseload and respond within SLAs - A2P compliance experience - Experience Required: 2+ years specializing in at least one area of operations - Strong communication and interpersonal skills - Ability to work in a fast-paced environment and prioritize tasks effectively - Strong problem-solving skills and attention to detail - Proficiency in Excel and Google Sheets - Experience working with customers and providing excellent customer service ## Nice to Have - Experience working in the tech industry or a related field - Knowledge of cloud communications and A2P messaging - Familiarity with ServiceNow or similar ticketing systems - Experience working in a remote-first environment ## Benefits and Perks - Competitive salary and benefits package - Opportunity to work with a diverse and vibrant team - Remote work setup and stipend - Professional development and growth opportunities - Access to cutting-edge technology and tools - Flexible working hours and rotational shifts - Comprehensive health insurance and wellness programs - Generous paid time off and holidays

- Tip: Make sure you have a strong understanding of A2P compliance and customer engagement principles before applying.

• To stand out, highlight your experience working with customers and providing excellent customer service.
• Be prepared to talk about your problem-solving skills and ability to work in a fast-paced environment.
• If you have experience working with Excel and Google Sheets, be sure to highlight this in your application.
• When negotiating salary, consider the company's remote-first work setup and the cost of living in your area.
• Be aware of the importance of rotational shifts and SLA management in this role, and be prepared to discuss how you would handle these responsibilities.
• Use your cover letter to tell a story about how you've handled a difficult customer service issue in the past, and how you would approach this type of situation at Twilio.