Fast Track Operations Specialist 2 (A2P)

TL;DR

Fast Track Operations Specialist 2 (A2P): Managing personalized customer onboarding for A2P numbers with an accent on compliance guidance and SLA management. Focus on resolving onboarding issues, partnering with operations teams to scale volumes, and providing high-touch customer engagement.

Location: Remote, must be based in Colombia

Company

Twilio provides innovative communication solutions that empower businesses and developers to craft personalized customer experiences globally.

What you will do

• Provide personalized onboarding support for customers utilizing Fast Track Packages.
• Resolve onboarding issues and provide expert compliance guidance for all A2P products.
• Manage Onboarding SLAs and monitor credit utilization for each product.
• Partner with operations teams to scale onboarding volumes for assigned customers.
• Lead weekly customer calls to report metrics and review open onboarding items.
• Diagnose product trends and report findings to the product team to drive resolutions.

Requirements

• Must be based in Colombia and available to work rotational shifts (8:00am to 5pm Bogota time).
• 2+ years of experience specializing in at least one A2P product.
• Proven experience in A2P compliance and direct client-facing engagement.
• Ability to manage a daily caseload of up to 12 customer accounts within strict SLAs.
• Strong verbal and written communication skills.

Nice to have

• Familiarity with Google Workspace (Docs, Sheets, Gemini) and reporting tools.
• Prior experience implementing A2P phone number types.
• Understanding of CTIA guidelines and international regulatory requirements.

Culture & Benefits

• Remote-first work environment with a strong culture of global inclusion.
• Competitive pay and generous time off.
• Comprehensive healthcare and a retirement savings program.
• Ample parental and wellness leave.
• Support for volunteering and community donation efforts.