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Twilio is seeking a Fast Track Operations Specialist to join the personalized onboarding team that supports A2P (Application-to-Person) customers globally. This role works directly with strategic customers to help them onboard A2P numbers with dedicated 1:1 customer engagement. The Fast Track Onboarding team is part of Twilio's Super Network, focused on providing SLA-driven go-to-market solutions.
Key Responsibilities:
- Provide personalized onboarding support for customers enrolled in Fast Track Packages
- Help customers resolve existing onboarding issues through proactive engagement
- Deliver compliance guidance for all A2P products
- Manage onboarding SLAs and credit utilization for assigned products
- Partner with operations teams to scale onboarding volumes for assigned customers
- Conduct weekly customer calls to report metrics and address open items
- Provide onboarding support through Slack and ServiceNow for excellent customer experience
- Assess and resolve basic-level product or service issues
- Log and categorize customer interactions and issues
- Diagnose trends and report findings to product team for issue resolution
- Proactively partner with account teams to address issues and advise on industry changes impacting customer experience
- Manage up to 12 customer accounts independently
Required Qualifications:
- Ability to work rotational shifts 8:00 AM to 5:00 PM Bogota time
- 2+ years of specialized experience with at least one A2P product
- A2P compliance experience
- Previous experience working directly with clients
- Ability to manage daily caseload and respond within SLAs
- Strong task prioritization and project management skills
- Empathetic and customer-centric mindset
- Clear verbal and written communication skills
- Introspective with commitment to continuous self-improvement
- Ability to work independently and cross-functionally within teams
- Capability to complete core tasks within SLAs
Desired Qualifications:
- Familiarity with Google Workspace (Docs, Sheets, Gemini)
- Experience with reporting tools
- Prior experience implementing A2P phone number types
- Understanding of CTIA guidelines and international regulatory requirements
- Ability to effectively multitask and prioritize
- Comfort owning and leading customer calls
- Experience handling tasks within desired SLAs
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
