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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in A2P compliance and onboarding processes, effectively managing customer accounts and resolving issues while adhering to SLAs. Proficient in communication and project management, with a strong ability to collaborate cross-functionally and prioritize tasks.
Highest-signal resume keywords
A2P Compliance ExperienceCustomer Account ManagementOnboarding SupportProject ManagementClear Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
A2P Product SpecializationIssue ResolutionSLA ManagementTrend DiagnosisReporting Tools Familiarity
Soft Skills
PrioritizationMultitaskingIndependent WorkCross-Functional CollaborationCustomer Engagement
Tools & Technologies
Google WorkspaceGoogle DocsGoogle SheetsServiceNowSlack
Industry Keywords
CTIA GuidelinesInternational Regulatory RequirementsOnboarding SLAsCustomer InquiriesFast Track Packages
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Provide personalized onboarding support for customers who sign up for Fast Track Packages
- Help customers resolve onboarding issues through individualized engagement
- Provide compliance guidance for A2P products
- Manage onboarding SLAs and credit utilization for each product
- Partner with operations teams to scale onboarding volumes for assigned customers
- Join weekly customer calls to report metrics and review open items or additional onboarding needs
- Provide onboarding support for customer inquiries through Slack and ServiceNow
- Assess product or service issues and resolve basic-level problems
- Log customer interactions and tag or categorize issues
- Diagnose trends and report findings to the product team
- Partner with account teams to proactively address issues and advise on industry changes affecting customer onboarding
Requirements
What you’ll need- Ability to work rotational shifts from 8:00am to 5:00pm Bogota time
- Ability to manage daily caseload and respond within SLAs
- A2P compliance experience
- 2+ years specializing in at least one A2P product
- Previous experience working directly with clients
- Ability to prioritize tasks and effectively project manage
- Ability to own up to 12 customer accounts
- Clear verbal and written communication
- Ability to work independently and cross-functionally within a team
- Ability to complete tasks in core areas within SLAs
- Familiarity with Google Workspace, including Google Docs, Google Sheets, and Gemini (desired)
- Familiarity with reporting tools (desired)
- Prior experience implementing A2P phone number types (desired)
- Understanding of general CTIA guidelines and some international regulatory requirements (desired)
- Ability to effectively prioritize and multitask (desired)
- Comfort owning and leading calls (desired)
- Experience handling tasks within a desired SLA (desired)
Benefits
Comp & perks- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
- Support for employee volunteering and donation efforts
- Occasional travel to project or team in-person meetings