Remote Fast Track Onboarding Specialist (A2P)

Twilio; Colombia; Presencial; COP 171.827.000 - 281.171.000; Jornada completa

Descripción de la vacante

Twilio is seeking a Fast Track Onboarding Specialist (L2) to join our globally distributed onboarding team. The role collaborates directly with customers to onboard A2P numbers with personalized engagement and 1:1 support.

This remote-first position is based in Colombia, with potential in-person meetings on an ad-hoc basis. You will interact with customers, partners, and internal teams to ensure SLA-driven go-to-market timelines and scalable onboarding for multiple accounts.

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.
• 2+ years specializing in at least one A2P product.
• 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.

Responsabilidades

• Provide personalized onboarding support for customers who sign up for our Fast Track Packages.
• Help Fast Track customers solve 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

A2P product experience

Client experience

Communication

Empathy

Task prioritization

Account ownership

Independent worker

Herramientas

Google Workspace

Descripción del empleo

Twilio is seeking a Fast Track Onboarding Specialist (L2) to join our globally distributed onboarding team. The role collaborates directly with customers to onboard A2P numbers with personalized engagement and 1:1 support.

This remote-first position is based in Colombia, with potential in-person meetings on an ad-hoc basis. You will interact with customers, partners, and internal teams to ensure SLA-driven go-to-market timelines and scalable onboarding for multiple accounts.