Twilio

Operations Specialist 2

Twilio

full-time

Posted on:

Location Type: Remote

Location: Colombia

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About the role

  • 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.

Requirements

  • Ability to work in rotational shifts 7:30pm to 5:00am IST
  • Able to manage daily caseload and respond within SLAs
  • Experience Required: 2 plus Years working within ops teams and specializing in one of the 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.
Benefits
  • Competitive pay
  • Generous time off
  • Ample parental and wellness leave
  • Healthcare
  • Retirement savings program
  • Travel opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
onboarding supportcompliance guidanceissue resolutioncustomer interaction loggingmetrics reportingproject managementcustomer account managementA2P products specializationSLA managementtrend diagnosis
Soft Skills
empathycustomer centricityclear communicationintrospectionself-improvementindependenceteam collaborationprioritizationproblem-solvingadaptability