Who we are

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.
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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
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See yourself at Twilio

Join the team as Twilio’s next Fast Track Onboarding Specialist

About the job

Twilio is seeking a Fast Track Operations Specialist to join the team that runs Twilio’s personalized onboarding team globally. This role will work directly with customers to help them onboard A2P their A2P numbers with 1:1 customer engagement. Fast Track Onboarding Specialists are the personalized onboarding experts under the A2P onboarding org. The Fast Track onboarding team is a key part of Twilio’s Super Network, whose mission is to provide strategic customers with solutions to assist them with SLA driven go to market times solutions.

The role will be in NAMER shift 06:30PM - 03:30AM IST.

Responsibilities

In this role, you’ll:

Provide personalized onboarding support for customers who sign up for our Fast Track Packages.
Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands.
Able to provide compliance guidance for all A2P products.
Manage Onboarding SLAs and credit utilization for each product
Partner with operations teams to scale onboarding volumes per assigned customer
Join weekly calls with customers to report metrics and review any open items or additional onboarding needs
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.
Draw the Owl: Assess the nature of product or service issues and resolve basic level problems
Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.
Be Bold: Diagnose trends and report findings to our product team to ensure product related issues are resolved

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

Able to manage daily caseload and respond within SLAs

Fast Track Onboarding Specialist 2