Fast Track Onboarding Specialist

Responsibilities

• 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.
• 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.
• Provide onboarding support for common customer inquiries through Slack and ServiceNow.
• Assess the nature of product or service issues and resolve basic level problems.
• Log customer interactions and tag/categorize issues accordingly.
• Diagnose trends and report findings to our product team to ensure product related issues are resolved.
• Partner with the account team to proactively address issues and advise on any industry changes that could impact customer onboarding experience.

Requirements

• Ability to work in rotational shifts 8:00am to 5pm Bogota time.
• Able to manage 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 project manage.
• Ready to take ownership of up to 12 customer accounts.
• Empathetic and customer centric.
• Clear verbal and written communicator.
• Introspective and committed to continuous self-improvement.
• Capable of working independently but also energized from working within a team and cross-functionally.
• Able to complete tasks in core areas within SLAs.

Nice-to-Haves

• Familiarity with Google Workspace (Google Docs, Google Sheets, Gemini).
• Familiarity with reporting tools.
• Prior experience implementing A2P phone number types.
• Understand general CTIA guidelines and some international regulatory requirements.
• Able to effectively prioritize tasks and multi-task.
• Comfortable owning and leading calls.
• Experience handling tasks within a desired SLA.