Onboarding Specialist 2

This is a fully remote position, open to applicants in California, +12 more states.

📋 Description

• Deliver tailored onboarding assistance for customers enrolled in our Fast Track Packages.

• Support Fast Track customers in resolving any onboarding challenges through engagement that satisfies their onboarding requirements.

• Provide compliance guidance for all A2P products.

• Oversee Onboarding SLAs and credit utilization for each product.

• Collaborate with operations teams to enhance onboarding volumes for assigned customers.

• Participate in weekly calls with customers to present metrics and discuss any outstanding issues or additional onboarding needs.

• Emphasize Customer Experience: Offer onboarding support for common customer inquiries via Slack in addition to ServiceNow to ensure an exceptional experience with Twilio.

• Assess the nature of product or service issues and resolve basic-level problems.

• Log customer interactions meticulously and categorize issues as necessary.

• Identify trends and communicate findings to our product team to ensure resolution of product-related issues.

• Collaborate with the account team to proactively address concerns and advise on any industry developments that may influence the customer onboarding experience.

⛳️ Requirements

• Ability to work in rotational shifts from 8:00 AM to 5:00 PM Bogota time.

• Capable of managing daily caseloads and responding within SLAs.

• Experience in A2P compliance.

• Minimum of 2 years of experience specializing in at least one A2P product.

• Prior experience working directly with clients.

• Strong ability to prioritize tasks and effectively manage projects.

• Prepared to take ownership of up to 12 customer accounts.

• You possess empathy and a customer-centric approach at your core.

• You communicate clearly, both verbally and in writing.

• You are introspective and dedicated to ongoing self-improvement.

• You can work independently but thrive in team environments and cross-functional collaborations to achieve company objectives.

• You can complete tasks in core areas within SLAs.

🏝️ Benefits

• Competitive compensation.

• Generous time off policies.

• Extensive parental and wellness leave.

• Comprehensive healthcare benefits.

• Retirement savings program.