Fast Track Onboarding Specialist (A2P)

TL;DR

Fast Track Onboarding Specialist (A2P): Providing personalized onboarding support for strategic customers to ensure SLA-driven go-to-market success with an accent on A2P compliance and 1:1 customer engagement. Focus on managing complex caseloads, resolving product-related issues, and partnering with operations teams to scale onboarding volumes.

Location: Remote (US only). Not eligible for hire in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC. Must be available for rotational shifts 8:00am to 5pm Bogota time.

Compensation: $28.89/hr - $42.45/hr depending on location.

Company

Twilio is a leading cloud communications platform that empowers developers and businesses to build personalized customer experiences.

What you will do

• Provide personalized onboarding support for Fast Track Package customers.
• Manage onboarding SLAs and credit utilization for A2P products.
• Provide compliance guidance and resolve product-related issues.
• Partner with account and operations teams to scale onboarding volumes.
• Conduct weekly calls with customers to report metrics and review open items.
• Log and categorize customer interactions to drive product improvements.

Requirements

• Must be based in the US (excluding specific restricted states).
• Must be available for rotational shifts 8:00am to 5pm Bogota time.
• 2+ years of experience specializing in A2P products.
• Previous experience working directly with clients.
• Ability to manage daily caseloads and meet strict SLAs.
• Strong project management and task prioritization skills.

Nice to have

• Familiarity with Google Workspace (Docs, Sheets, Gemini).
• Experience with reporting tools.
• Understanding of CTIA guidelines and international regulatory requirements.
• Experience leading customer-facing calls.

Culture & Benefits

• Competitive pay and equity participation.
• Comprehensive healthcare insurance and 401(k) retirement account.
• Generous paid time off, sick leave, and parental/wellness leave.
• Strong culture of global inclusion and remote-first work.
• Opportunities for occasional in-person team meetings and relationship building.