Fast Track Operations Specialist 2
Provides customer onboarding support for Fast Track packages, resolving A2P compliance and product issues while managing SLAs, account caseloads, and customer communications. Requires 2+ years of A2P product experience, client-facing experience, and strong prioritization and communication skills.
About the job
Responsibilities
- Provide personalized onboarding support for customers using Fast Track Packages.
- Resolve existing onboarding issues and provide A2P compliance guidance.
- Manage onboarding 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.
- Support 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.
- Partner with account teams to proactively address issues and advise on industry changes affecting onboarding.
Requirements
- Ability to work rotational shifts from 8:00 a.m. to 5:00 p.m. Bogotá time.
- Ability to manage a daily caseload and respond within SLAs.
- A2P compliance experience.
- 2+ years specializing in at least one A2P product.
- Experience working directly with clients.
- Ability to prioritize tasks and effectively manage projects.
- Ability to manage up to 12 customer accounts.
- Strong empathy, customer focus, verbal communication, and written communication.
- Ability to work independently and cross-functionally.
Nice-to-Haves
- Familiarity with Google Workspace, 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.
- Comfort owning and leading customer calls.
- Experience handling tasks within defined SLAs.
Compensation & Benefits
- Competitive pay.
- Generous time off.
- Parental and wellness leave.
- Healthcare benefits.
- Retirement savings program.
- Additional benefits that vary by location.
- Occasional travel may be required for project or team meetings.
Skills
A2P Compliance, A2P Products, Customer Onboarding, Servicenow, Slack, Google Workspace, Google Docs, Google Sheets, Gemini, Reporting Tools, Ctia Guidelines, Project Management
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