Operations Specialist 2

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

📋 Description

• Deliver tailored onboarding assistance for clients enrolling in our Fast Track Packages.

• Support Fast Track clients in resolving current onboarding challenges through engagement that aligns with their onboarding needs.

• Provide compliance guidance for all A2P products.

• Oversee Onboarding SLAs and credit utilization for each product.

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

• Participate in weekly customer calls to report metrics and discuss any outstanding items or additional onboarding requirements.

• Step into the customer's shoes: Offer onboarding support for common customer inquiries via Slack, in addition to ServiceNow, to guarantee an exceptional experience with Twilio.

• Assess product or service issues and address basic-level problems.

• Log customer interactions meticulously and categorize issues appropriately.

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

• Collaborate with the account team to proactively tackle issues and advise on industry changes that may affect the customer onboarding experience.

⛳️ Requirements

• Availability to work in rotational shifts from 8:00 AM to 5:00 PM Bogotá time.

• Capability to manage a daily caseload and respond 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 manage projects effectively.

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

• You possess empathy and a customer-centric mindset.

• You are an articulate verbal and written communicator.

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

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

• You can complete tasks in core areas within SLAs.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• Ample parental and wellness leave.

• Comprehensive healthcare coverage.

• Retirement savings plan.

• And much more.