Fast Track Onboarding Specialist 2

twilio· 41 open roles

Remote RemoteFull-time3 days ago

Salary

Undisclosed

Experience

Mid

Job Type

Full-time

Posted

3 days ago

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About This RoleAI processing…

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. .

Hiring and how we work

Key Responsibilities

1
Provide personalized onboarding support for customers who sign up for our Fast Track Packages.
2
Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands.
3
Able to provide compliance guidance for all A2P products.
4
Manage Onboarding SLAs and credit utilization for each product
5
Partner with operations teams to scale onboarding volumes per assigned customer
6
Join weekly calls with customers to report metrics and review any open items or additional onboarding needs
7
Wear the Customer Shoes: Provide onboarding support for common customer inquiries through slack in addition to Service now; to ensure customers have an excellent experience with Twilio.
8
Draw the Owl: Assess the nature of product or service issues and resolve basic level problems
9
Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.
10
Be Bold: Diagnose trends and report findings to our product team to ensure product related issues are resolved

Requirements

Able to manage daily caseload and respond within SLAs
A2P compliance experience
Experience Required: 2 plus Years specializing in at least one a2p products
Previous experience working directly with clients
Ability to prioritize tasks and effectively project manage
Ready to take own up to 12 customer accounts
You’re empathetic and customer centric to the core.
You’re a clear verbal and written communicator.
You’re introspective and committed to continuous self-improvement.
You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals.
You’re able to complete tasks in core areas within SLAs.

Perks & Benefits

What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.