# Fast Track Operations Specialist 2

**Company:** [Twilio](https://hotfix.jobs/companies/twilio)
**Location:** Remote
**Role:** Customer Success
**Experience:** 2+ years
**Skills:** A2P Compliance, A2P Products, Customer Onboarding, Servicenow, Slack, Google Workspace, Google Docs, Google Sheets, Gemini, Reporting Tools, Ctia Guidelines, Project Management
**Posted:** 2026-08-19

> 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.

## Job Description

## 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.

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