Operations Specialist 2

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

📋 Description

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

• Assist customers in overcoming onboarding challenges through customized engagement strategies.

• Offer compliance guidance regarding all A2P products.

• Oversee onboarding service level agreements (SLAs) and credit usage for each product.

• Collaborate with operations teams to increase onboarding capacity for designated customers.

• Participate in weekly customer meetings to present metrics and discuss outstanding items or additional onboarding requirements.

• Address common customer queries via Slack and ServiceNow.

• Evaluate product or service challenges and resolve basic-level issues.

• Record customer interactions and classify or tag issues accordingly.

• Identify trends and communicate findings to the product team.

• Collaborate with account teams to proactively resolve issues and provide guidance on industry developments impacting onboarding.

⛳️ Requirements

• Availability to work rotational shifts from 8:00 am to 5:00 pm Bogotá time.

• Capacity to manage a daily caseload and respond within established SLAs.

• Experience with A2P compliance.

• At least 2 years of specialization in one or more A2P products.

• Prior experience in direct client interactions.

• Strong ability to prioritize tasks and manage projects effectively.

• Capability to oversee up to 12 customer accounts.

• An empathetic and customer-focused mindset.

• Excellent verbal and written communication skills.

• Dedication to ongoing personal and professional development.

• Ability to work independently as well as collaboratively within a team setting.

• Proficiency in completing tasks in core areas within SLAs.

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

• Experience with reporting tools (preferred).

• Previous involvement in implementing A2P phone number types (preferred).

• Understanding of general CTIA guidelines and some international regulatory standards (preferred).

• Ability to multitask and effectively prioritize responsibilities (preferred).

• Comfort in taking charge and leading calls (preferred).

• Experience managing tasks within a specified SLA (preferred).

🏝️ Benefits

• Competitive compensation.

• Generous paid time off.

• Parental leave benefits.

• Wellness leave.

• Healthcare coverage.

• Retirement savings program.

• Support for volunteering and donations.