Fast Track Operations Specialist 2

Overview

Support personalized onboarding for strategic customers using Twilio’s Fast Track packages, with a focus on A2P number onboarding and compliance.

What you'll do

• Provide personalized onboarding support for Fast Track customers.
• Resolve onboarding issues through direct customer engagement.
• Provide compliance guidance for A2P products.
• Manage onboarding SLAs and credit utilization.
• Join customer calls to report metrics and review open items.
• Log, categorize, and analyze customer issues.
• Partner with account, operations, and product teams to address trends and customer needs.

What you'll need

• 2+ years specializing in at least one A2P product.
• Experience working directly with clients.
• A2P compliance experience.
• Ability to manage daily caseloads and respond within SLAs.
• Ability to prioritize tasks and project-manage effectively.
• Clear verbal and written communication skills.
• Ability to work independently and cross-functionally.

Nice to have

• Familiarity with Google Workspace and reporting tools.
• Experience implementing A2P phone number types.
• Understanding of CTIA guidelines and international regulatory requirements.
• Experience owning and leading customer calls.

Details

• Remote role based in Colombia.
• Rotational shifts from 8:00 a.m. to 5:00 p.m. Bogotá time.
• Occasional travel may be required for project or team meetings.