Onboarding Specialist 2

This is a fully remote position, open to applicants in India.

📋 Description

• Offer tailored onboarding assistance for customers enrolling in our Fast Track Packages.

• Assist Fast Track customers in resolving existing onboarding challenges through proactive engagement that aligns with their onboarding needs.

• Provide compliance guidance for all A2P products.

• Oversee Onboarding SLAs and monitor credit utilization for each product.

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

• Participate in weekly customer calls to present metrics and discuss any outstanding issues or further onboarding requirements.

• Step into the Customer's Perspective: Deliver onboarding support for frequent customer queries via Slack in addition to ServiceNow, ensuring a superior experience with Twilio.

• Think Creatively: Evaluate product or service issues and resolve basic level problems.

• Prioritize Ruthlessly: Document customer interactions and categorize issues accurately.

• Be Proactive: Identify trends and communicate findings to our product team to facilitate the resolution of product-related issues.

⛳️ Requirements

• Capable of managing a daily caseload and responding within SLAs.

• Experience in A2P compliance.

• Required Experience: Minimum of 2 years specializing in at least one A2P product.

• Previous direct client interaction experience.

• Ability to prioritize tasks and manage projects effectively.

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

• You possess a deep sense of empathy and are customer-centric at heart.

• You excel in both verbal and written communication.

• You are reflective and dedicated to continuous self-improvement.

• You can work independently but also thrive in collaborative, cross-functional environments to meet company objectives.

• You can complete tasks in core areas within established SLAs.

• Familiarity with Google Workspace (Google Docs, Google Sheets, Gemini).

• Knowledge of reporting tools.

• Previous experience in implementing A2P phone number types.

• Understanding of general CTIA guidelines and certain international regulatory requirements.

• Ability to effectively prioritize and multitask.

• Comfortable leading and participating in calls.

• Experience in managing tasks within a specified SLA.

🏝️ Benefits

• Competitive compensation.

• Generous time off policies.

• Ample parental and wellness leave.

• Comprehensive healthcare options.

• A retirement savings plan.

• Much more.