Operations Specialist 2

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🕒 Julho 10

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Twilio

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

🔌 API

🤝 B2B

API • B2B

Milhões de desenvolvedores ao redor do mundo já usaram a Twilio para desbloquear a magia das comunicações e melhorar qualquer experiência humana. A Twilio democratizou canais de comunicação como voz, texto, chat, vídeo e e‑mail ao virtualizar a infraestrutura global de comunicações por meio de APIs simples o bastante para qualquer desenvolvedor usar e, ao mesmo tempo, robustas o suficiente para impulsionar as aplicações mais exigentes do mundo. Ao tornar as comunicações parte do kit de ferramentas de todo desenvolvedor de software, a Twilio capacita inovadores em todos os setores — de líderes emergentes às maiores organizações do mundo — a reinventar a forma como as empresas se relacionam com seus clientes. Fundada em 2008, a Twilio conta com mais de 5.000 funcionários em 26 escritórios, em 17 países e crescendo, com sede em San Francisco e outros escritórios em Atlanta, Bangalore, Berlim, Bogotá, Denver, Dublin, Paris, Praga, Hong Kong, Irvine, Londres, Madri, Munique, Malmö, Mountain View, Redwood City, Nova York, São Paulo, Sydney, Melbourne, Cingapura, Tallinn e Tóquio.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Much more