Fast Track Operations Specialist 2

Fast Track Operations Specialist 2

Twilio

Who we are  At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Fast Track Onboarding Specialist 2 About the job Twilio is seeking a Fast Track Operations Specialist to join the team that runs Twilio’s personalized onboarding team globally. This role will work directly with customers to help them onboard A2P their a2p numbers with 1:1 customer engagement. Fast Track Onboarding Specialists are the personalized onboarding experts under the A2P onboarding org. The Fast Track onboarding team is a key part of Twilio’s Super Network, whose mission is to provide strategic customers with solutions to assist them with SLA driven go to market times solutions.  Responsibilities In this role, you’ll: * 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.  * Able to 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 * Wear the Customer Shoes: Provide onboarding support for common customer inquiries through slack in addition to Service now; to ensure customers have an excellent experience with Twilio. * Draw the Owl: Assess the nature of product or service issues and resolve basic level problems * Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly. * Be Bold: Diagnose trends and report findings to our product team to ensure product related issues are resolved  * Be an Owner: Partner with the account team to proactively address issues and advise on any industry changes that could impact customer onboarding experience. Qualifications  Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: * Ability to work in rotational shifts 8:00am to 5pm Bogota time * Able to manage daily caseload and respond within SLAs * A2P compliance experience * Experience Required: 2 plus Years specializing in at least one a2p products * Previous experience working directly with clients * Ability to prioritize tasks and effectively project manage * Ready to take own up to 12 customer accounts * You’re empathetic and customer centric to the core. * You’re a clear verbal and written communicator.  * You’re introspective and committed to continuous self-improvement. * You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals. * You’re able to complete tasks in core areas within SLAs.  Desired: * 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 Location This role will be remote and based in Colombia Travel  We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Workforce Scheduling Analyst 3

Twilio

Who we are  At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next WFM Scheduling Analyst 3 About the job This position is needed to join our Global Workforce Management (WFM) team. This role is pivotal in ensuring the smooth day-to-day operations of our global contact centers through real-time monitoring, staffing optimization, and service level management. The ideal candidate will be proactive, analytical, and capable of thriving in a fast-paced environment while partnering across global teams to drive operational efficiency. This individual must demonstrate strong critical thinking and problem-solving skills, with the ability to proactively identify workforce planning risks, operational gaps, and optimization opportunities, while leveraging data to provide actionable recommendations that support both short- and long-term business objectives. The role also requires strong executive communication and stakeholder management skills, including the ability to translate complex workforce data into concise insights and present recommendations effectively to senior leadership. Responsibilities In this role, you’ll: * Actively monitor real-time performance across all global operations teams, identifying potential issues in staffing levels, call volume spikes, and adherence to schedules * Adjust schedules and allocate resources in real-time to ensure service levels are met, optimizing staff utilization * Provide immediate and effective solutions to operational challenges such as call queues, technical support engineer (TSE) / agent availability, and unexpected events * Generate and analyze intraday reports to track key metrics such as occupancy, service levels, and average handling time (AHT) * Ability to assess workforce trends, staffing models and operational data to develop strategic recommendations that support business continuity, service level achievement and long-term operational scalability.  * Communicate real-time performance updates to operations teams, leadership, and other key stakeholders, providing recommendations for optimizing performance. Skilled in translating complex workforce data into concise, executive-level insights and recommendations tailored for senior leadership audiences. * Demonstrate strong critical thinking and analytical problem-solving skills with the ability to proactively identify scheduling risks, operational gaps and workforce inefficiencies before they impact business performance. * Implement real-time adjustments to workforce plans based on demand, including reallocation of TSE/ agents, skill-based routing, and schedule modifications * Collaborate with the WFM scheduling team to ensure shift changes and workforce adjustments align with operational goals * Work with global teams to manage and coordinate staffing for multi-region and multi-time zone operations, ensuring a seamless workforce across different markets * Respond to real-time incidents, including system outages, weather-related issues, or unexpected increases in contact volume, by making immediate operational adjustments * Coordinate with IT, operations, and support teams to manage workforce needs during crises and ensure business continuity * Use real-time data to analyze and identify trends that impact workforce performance, TSE / agent productivity, and customer experience * Provide recommendations for process improvements, staffing efficiencies, and better resource allocation based on real-time observations * Contribute to continuous improvement efforts in workforce management processes by identifying areas of inefficiency or opportunity * Work closely with Operations, Scheduling, and Forecasting teams to ensure alignment between real-time management and broader workforce strategies * Support global workforce optimization efforts by sharing insights and contributing to the development of best practices Qualifications  Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: * 4 years of experience in a Scheduling analyst, contact center operations, or workforce management role * Familiarity with workforce management tools (e.g., NICE, Calabrio, Verint, IEX, or similar WFM systems) * Strong analytical skills, with the ability to interpret real-time data and make quick decisions to optimize operations * Excellent communication skills, with the ability to interact effectively with global teams and senior stakeholders * High attention to detail, problem-solving abilities, and the capacity to manage multiple tasks in a fast-paced environment * Ability to work in a 24/7 environment, with flexibility to adjust to changing business needs across the Americas and APJ regions and different time zones * Experience in a global or multi-site contact center environment is a plus Location This role will be remote, and based in Colombia. Travel  We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Compliance Operations Specialist 1

Twilio

Who we are  At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Compliance Operations Specialist 1 About the job At Twilio, our mission is to power the future of communications. We believe that communication should be at the heart of every product and customer experience. In this role you will be monitoring the use of Twilio products, voice, SMS and email, to ensure that the traffic on Twilio’s platform is legal, compliant, and wanted. To do this you will also ensure that all traffic is following Twilio’s Voice Policy, Messaging Policy, Acceptable Use policy and meets CTIA requirements. We are looking for someone that is passionate about preventing fraud and abuse. The ideal candidate has some experience in research and investigation skills and enjoys challenging and complex case work.  Responsibilities In this role, you’ll: * Investigate cases quickly and efficiently, perform analysis to understand bad actor behavior and demonstrate willingness to learn and become a subject matter expert in compliance investigations * Protect Twilio customers and consumers through ongoing identification of bad actors, non-compliant activity and evolving tactics - taking action daily to stop bad actors/ activity while minimizing false positives. * Identify trends, root cause gaps and recommend appropriate preventative solutions to stop bad actors from being successful. * Use call detail records & aggregate traffic data to identify patterns and trends that determine a set list of actions. * Resolve urgent issues impacting businesses, carriers and consumers worldwide.  * Use Twilio’s tools and your own investigative powers to detect and prevent non-compliant activity. * Provide support for customers by email, to ensure customers have an excellent experience with Twilio. Qualifications  Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: * Willingness to work a non-traditional schedule, weekends, holidays and evenings may be required. * You have 1-2 years experience in fraud, abuse or compliance in ecommerce, FinTech, or telecommunications * Experience working in a fast paced, ambiguous environment, with a strong bias for action * You’re empathetic and love working with customers and carriers to solve their problems and questions, backed with data.  * You are detail-oriented with good organizational skills and comfortable with ambiguity. * You have above average written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise manner.   * You are willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust. * You have good time management and organizational skills and are comfortable working under pressure. Desired: * Basic knowledge of Zendesk, Airtable, Looker or similar tools * Basic understanding APIs and related technologies * Background in telecommunications is desired. Location This role will be based remotely in Colombia. Travel  We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.