Remote A2P Onboarding Specialist

Twilio; Colombia; A distancia; COP 48.000.000 - 75.000.000; Jornada completa

Descripción de la vacante

Twilio is seeking a Fast Track Onboarding Specialist (L2) to join the remote onboarding team from Colombia. You will onboard A2P numbers with 1:1 customer engagement and manage SLAs, working with cross-functional teams to scale volume and ensure a smooth customer experience.

The role emphasizes compliance guidance, proactive issue diagnosis, and close collaboration with the account and operations teams to deliver timely onboarding results.

Formación

• 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
• Familiarity with Google workspace(Google docs, Google sheets, Gemini)
• Familiarity with reporting tools
• Prior experience implementing a2p phone number types
• Understand general CTIA guidelines and some international regulatory requirements
• Able to effectively prioritize tasks and multi-task
• Comfortable owning and leading calls
• Experience handling tasks within a desired SLA

Responsabilidades

• 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.

Conocimientos

A2P compliance experience

Onboarding experience

Customer-facing communication

Task prioritization

Account management (up to 12 customers

Herramientas

Google Workspace

Reporting tools

Descripción del empleo

Twilio is seeking a Fast Track Onboarding Specialist (L2) to join the remote onboarding team from Colombia. You will onboard A2P numbers with 1:1 customer engagement and manage SLAs, working with cross-functional teams to scale volume and ensure a smooth customer experience.

The role emphasizes compliance guidance, proactive issue diagnosis, and close collaboration with the account and operations teams to deliver timely onboarding results.