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Fast Track Operations Specialist 2

Twilio· Services
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Remotefull-timePosted 4w ago

About the role

Twilio remote-friendly role focusing on personalized onboarding for A2P numbers within the Fast Track onboarding team. Responsible for providing 1:1 customer engagement, managing SLAs, and partnering cross-functionally to scale onboarding for strategic customers in Twilio’s Super Network.

Responsibilities

  • Provide personalized onboarding support for customers who sign up for our Fast Track Packages.
  • Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands.
  • Able to 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 Service now; to ensure customers have an excellent experience with Twilio.
  • 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 our 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

Qualifications

  • Ability to work in rotational shifts 8:00am to 5pm Bogota time
  • Able to manage daily caseload and respond within SLAs
  • A2P compliance experience
  • Experience Required: 2 plus Years specializing in at least one A2P products
  • Previous experience working directly with clients
  • Ability to prioritize tasks and effectively project manage
  • Ready to take own up to 12 customer accounts
  • You’re empathetic and customer centric to the core
  • You’re a clear verbal and written communicator
  • You’re introspective and committed to continuous self-improvement
  • You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals
  • You’re able to complete tasks in core areas within SLAs

Skills

Required:A2P onboardingCustomer relationship managementSLAs and priority managementCompliance guidance

Benefits

  • Competitive pay
  • Generous time off
  • Parental and wellness leave
  • Healthcare
  • Retirement savings program
  • Offerings vary by location
Last updated Sep 24, 2026. Interested? Apply on the company site.

About Twilio

Twilio platform for communications and programmable APIs across messaging, voice, video, and AI-enabled workflows.

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