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About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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.
Benefits
Comp & perks- Competitive pay
- Generous time off
- Ample parental leave
- Wellness leave
- Healthcare
- Retirement savings program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
A2P complianceonboarding supportproject managementcustomer interaction loggingissue resolutionmetrics reporting
Soft Skills
empathycustomer centricityclear communicationself-improvementindependenceteam collaborationprioritization