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Twilio is seeking a Fast Track Operations Specialist to join its personalized onboarding team supporting A2P (Application-to-Person) SMS onboarding globally. This role is part of Twilio's Super Network, a strategic initiative delivering SLA-driven go-to-market solutions for key customers.
You will provide 1:1 personalized onboarding support to Fast Track customers, helping them successfully onboard A2P numbers and resolve onboarding issues. Key responsibilities include managing customer onboarding SLAs, providing A2P compliance guidance, managing credit utilization across products, and owning up to 12 customer accounts. You'll partner with operations teams to scale onboarding volumes, join weekly customer calls to report metrics and review open items, and provide multi-channel support via Slack and ServiceNow.
The role emphasizes customer-centric problem-solving: diagnosing and resolving basic-level issues, identifying trends to escalate to the product team, and proactively addressing issues in partnership with account teams. You'll log and categorize customer interactions, assess product or service issues, and advise on industry changes impacting customer experience.
Required qualifications include 2+ years of A2P product specialization, previous direct client-facing experience, strong project management and prioritization skills, and the ability to work rotational shifts (8am–5pm Bogota time). You must be empathetic, customer-centric, a clear communicator, and capable of working independently while collaborating cross-functionally. Desired skills include familiarity with Google Workspace, reporting tools, and prior A2P phone number implementation experience.
Twilio is a remote-first company with a global, inclusive culture. While fully remote, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings.
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
