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

• Aid customers in resolving onboarding challenges through personalized engagement

• Offer compliance support for A2P products

• Oversee onboarding SLAs and credit usage for each product

• Collaborate with operations teams to increase onboarding volumes for designated customers

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

• Assist with customer inquiries regarding onboarding through Slack and ServiceNow

• Evaluate product or service issues and address basic-level problems

• Record customer interactions and categorize issues accordingly

• Identify trends and communicate insights to the product team

• Collaborate with account teams to proactively tackle issues and provide guidance on industry changes impacting customer onboarding

⛳️ Requirements

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

• Capability to manage daily caseload and respond within SLAs

• Experience in A2P compliance

• Over 2 years of specialization in at least one A2P product

• Prior experience working directly with clients

• Proficiency in task prioritization and effective project management

• Ability to manage up to 12 customer accounts

• Strong verbal and written communication skills

• Capacity to work independently and collaboratively within a team

• Competence in completing tasks in core areas within SLAs

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

• Knowledge of reporting tools (preferred)

• Previous experience with implementing A2P phone number types (preferred)

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

• Ability to effectively prioritize and multitask (preferred)

• Comfort in leading and owning calls (preferred)

• Experience managing tasks within a specified SLA (preferred)

🏝️ Benefits

• Competitive salary

• Generous paid time off

• Extensive parental and wellness leave

• Healthcare benefits

• Retirement savings plan

• Support for employee volunteering and charitable contributions

• Occasional travel for project or team in-person meetings