Fast Track Operations Specialist 2

Twilio Inc.

Job Overview

Location

Remote - Colombia

Job Type

Full-time

Full Job Description

📋 Description

• The Fast Track Operations Specialist 2 role at Twilio is a critical position within the A2P onboarding organization, responsible for delivering personalized, high-touch onboarding experiences to strategic customers using Twilio’s Super Network. This role directly impacts customer success by ensuring timely, compliant, and efficient activation of A2P (Application-to-Person) messaging services, which are essential for businesses relying on SMS for customer engagement, authentication, and notifications. By owning the end-to-end onboarding journey, the specialist helps reduce time-to-market for clients, enhances customer satisfaction, and supports Twilio’s mission to empower developers and enterprises with reliable, scalable communications infrastructure.
• Day-to-day responsibilities include providing 1:1 onboarding support to customers enrolled in Fast Track Packages, guiding them through A2P number provisioning and compliance requirements, managing SLAs and credit utilization across assigned accounts, and proactively identifying and resolving onboarding blockers. The specialist conducts weekly customer check-ins via video or phone to review metrics, address open items, and anticipate future needs, while also logging and categorizing interactions in internal systems to enable trend analysis. They partner with operations and product teams to scale onboarding volumes, advise on regulatory changes (including CTIA and international guidelines), and act as the customer’s advocate by diagnosing issues, prioritizing tasks, and communicating findings to drive product improvements. Additionally, they support customer inquiries via Slack and ServiceNow, embodying Twilio’s ‘Wear the Customer Shoes’ value by ensuring every interaction is empathetic, clear, and solution-oriented.
• The Fast Track Onboarding team operates within Twilio’s broader Super Network organization, which focuses on enabling strategic customers to launch and scale their messaging use cases with speed and reliability. Twilio’s culture is rooted in remote-first work, global inclusion, and ‘Twilio Magic’ — a set of behaviors that emphasize initiative, ownership, and continuous learning. As a remote role based in Colombia, this position offers the opportunity to contribute to a globally distributed team while maintaining flexibility and work-life harmony. The team values diversity of experience and encourages non-traditional career paths, recognizing that unique perspectives strengthen problem-solving and innovation.
• In this role, the specialist will develop deep expertise in A2P messaging compliance, operational workflows, and customer success methodologies within a high-growth tech environment. They will build cross-functional collaboration skills by working closely with product, engineering, and account teams, while honing their ability to manage complex caseloads under SLA pressure. Over time, they can expect to grow into leadership opportunities in operations, customer success, or product operations, gaining visibility into how Twilio balances scalability with personalized service — a rare and valuable skill set in the modern enterprise SaaS landscape.

🎯 Requirements

• Ability to work in rotational shifts from 7:30 PM to 5:00 AM IST
• 2+ years of experience working within operations teams, specializing in one or more A2P products
• Proven ability to manage a daily caseload and respond within defined SLAs
• Prior experience working directly with clients in a customer-facing capacity
• Strong verbal and written communication skills, with the ability to convey technical information clearly
• Demonstrated empathy and customer-centric mindset, with a commitment to understanding and solving customer pain points
• Capability to prioritize tasks, manage multiple responsibilities, and own up to 12 customer accounts independently
• Introspective and committed to continuous self-improvement, comfortable working both independently and collaboratively in cross-functional teams

🏖️ Benefits

• Competitive pay and comprehensive compensation package tailored to the Colombian market
• Generous time off, parental leave, and wellness benefits supporting work-life balance
• Access to healthcare, retirement savings programs, and other location-specific perks
• Opportunities for professional growth through exposure to global teams, cutting-edge communications technology, and Twilio’s culture of learning and innovation
• Remote work flexibility with occasional travel for team or customer in-person events to build relationships
• Support for community impact through volunteering and donation programs aligned with Twilio.org’s mission

Skills & Technologies

Remote

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Twilio Inc.

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About Twilio Inc.

Twilio Inc. provides cloud-based communications platforms that enable developers to integrate voice, messaging, video, email, and authentication into applications via APIs. Founded in 2008, the company offers programmable services for SMS, voice calls, WhatsApp, email, and IoT connectivity, serving enterprises, startups, and communication service providers globally. Twilio operates a pay-as-you-go model, allowing customers to scale usage without managing underlying telecom infrastructure. The company is headquartered in San Francisco, California, and trades on the New York Stock Exchange under the symbol TWLO.

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