Fast Track Operations Specialist 2 (A2P)

Location: Remote, based in Colombia; rotational shifts from 8:00am to 5:00pm Bogota time, with occasional travel for in-person project or team meetings.

Company

Twilio provides communications solutions that help businesses and developers create personalized customer experiences.

What you will do

• Provide personalized onboarding support for customers using Fast Track Packages and A2P numbers.
• Resolve onboarding issues and provide compliance guidance for A2P products.
• Manage onboarding SLAs, credit utilization, customer caseloads, and account priorities.
• Coordinate with operations and account teams to scale onboarding and proactively address customer issues.
• Lead customer calls, report metrics, review open items, and respond to inquiries through Slack and ServiceNow.
• Diagnose recurring issues, identify trends, and report findings to product teams.

Requirements

• Based in Colombia and able to work rotational shifts from 8:00am to 5:00pm Bogota time.
• At least 2 years of experience specializing in one or more A2P products, including A2P compliance experience.
• Previous experience working directly with clients and managing daily caseloads within SLAs.
• Ability to prioritize tasks, manage up to 12 customer accounts, and project-manage onboarding activities.
• Clear verbal and written communication, empathy, customer-centricity, and the ability to work independently and cross-functionally.

Nice to have

• Familiarity with Google Workspace, including Google Docs, Google Sheets, and Gemini.
• Experience with reporting tools and implementing A2P phone number types.
• Understanding of CTIA guidelines and international regulatory requirements.
• Experience leading customer calls and handling tasks within defined SLAs.

Culture & Benefits

• Remote-first work with opportunities for team gatherings, functional off-sites, and customer meetings.
• Competitive pay and generous time off.
• Parental and wellness leave, healthcare, and a retirement savings program.
• Support for volunteering and donation efforts.

Hiring process

• Hiring decisions are made through a formal interview process with Twilio employees.