Original listing text, shown exactly as published by the company.
Responsibilities
In this role, you’ll
- 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.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required
- 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.
Desired
- 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
Location
This role will be remote and based in Colombia
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
