Operations Specialist 2

🕒 September 22

🇨🇴 Colombia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

🚫👨‍🎓 No degree required

👻 Ghost score 12%

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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 individualized engagement • Provide compliance guidance for 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 • Provide onboarding support for 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 customer onboarding

🎯 Requirements

• Ability to work rotational shifts from 8:00am to 5:00pm Bogota 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 own up to 12 customer accounts • Clear verbal and written communication • 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 effectively prioritize and multitask (desired) • Comfort owning and leading calls (desired) • Experience handling tasks within a desired SLA (desired)

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Support for employee volunteering and donation efforts • Occasional travel to project or team in-person meetings

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