Fast Track Onboarding Specialist 2
Provides remote customer onboarding and A2P compliance support for Fast Track customers in India, managing SLAs, accounts, issue resolution, and customer communications. Requires 2+ years of A2P product experience and direct client experience.
About the job
Responsibilities
- Provide personalized onboarding support for customers who purchase Fast Track Packages.
- Resolve existing onboarding issues and meet customer onboarding needs.
- Provide compliance guidance for A2P products.
- Manage onboarding service-level agreements (SLAs) and credit utilization for each product.
- Partner with operations teams to scale onboarding volumes for assigned customers.
- Join weekly customer calls to report metrics and review open items or additional onboarding needs.
- Provide onboarding support for common customer inquiries through Slack and ServiceNow.
- Assess product or service issues and resolve basic-level problems.
- Log, tag, and categorize customer interactions and issues.
- Diagnose trends and report findings to the product team.
Requirements
- Ability to manage a daily caseload and respond within SLAs.
- A2P compliance experience.
- 2+ years specializing in at least one A2P product.
- Previous experience working directly with clients.
- Ability to prioritize tasks and effectively manage projects.
- Ability to own up to 12 customer accounts.
- Empathetic, customer-centric approach.
- Clear verbal and written communication skills.
- Ability to work independently and collaboratively across functions.
- Ability to complete core tasks within SLAs.
Nice-to-haves
- Familiarity with Google Workspace, including Google Docs, Google Sheets, and Gemini.
- Familiarity with reporting tools.
- Experience implementing A2P phone number types.
- Understanding of general CTIA guidelines and international regulatory requirements.
- Ability to prioritize and multitask effectively.
- Comfort owning and leading customer calls.
- Experience handling tasks within defined SLAs.
Compensation and Benefits
- Competitive pay.
- Generous time off.
- Parental and wellness leave.
- Healthcare benefits.
- Retirement savings program.
Skills
A2P Compliance, A2P Products, Ctia Guidelines, Servicenow, Slack, Google Workspace, Google Docs, Google Sheets, Gemini, Reporting Tools, Project Management, Customer Onboarding
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