Onboarding Specialist 2

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.Founded in 2008, Twilio has over 5,000 employees in 26 offices in 17 countries and counting, with headquarters in San Francisco and other offices in Atlanta, Bangalore, Berlin, Bogotá, Denver, Dublin, Paris, Prague, Hong Kong, Irvine, London, Madrid, Munich, Malmö, Mountain View, Redwood City, New York City, São Paulo, Sydney, Melbourne, Singapore, Tallinn, and Tokyo.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• competitive pay • generous time off • ample parental and wellness leave • healthcare • a retirement savings program • much more