Operations Specialist 2

🔥 0 minutes ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Provide personalized onboarding support for customers who sign up for Fast Track Packages • Help customers resolve onboarding issues through engagement tailored to their demands • Provide compliance guidance for all A2P products • Manage onboarding SLAs and credit utilization for each product • Partner with operations teams to scale onboarding volumes for assigned customers • Join weekly customer calls to report metrics and review open items or additional onboarding needs • Support common customer inquiries through Slack and ServiceNow • Assess product or service issues and resolve basic-level problems • Log customer interactions and tag or categorize issues • Diagnose trends and report findings to the product team • Partner with account teams to proactively address issues and advise on industry changes affecting onboarding

🎯 Requirements

• Ability to work rotational shifts from 8:00am to 5:00pm Bogotá time • Ability 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 • Ability to manage up to 12 customer accounts • Empathetic and customer-centric approach • Clear verbal and written communication • Commitment to continuous self-improvement • Ability to work independently and cross-functionally within a team • Ability to complete tasks in core areas within SLAs • Familiarity with Google Workspace, including Google Docs, Google Sheets, and Gemini (desired) • Familiarity with reporting tools (desired) • Prior experience implementing A2P phone number types (desired) • Understanding of general CTIA guidelines and some international regulatory requirements (desired) • Ability to prioritize tasks and multitask (desired) • Comfort owning and leading calls (desired) • Experience handling tasks within a desired SLA (desired)

🏖️ Benefits

• Competitive pay • Generous time off • Parental leave • Wellness leave • Healthcare • Retirement savings program • Volunteering and donation support