Title: Client Experience Specialist Location: United States Job Description: About One Legal, an InfoTrack Company One Legal, a division of InfoTrack, is a one-stop online solution for legal professionals to file court documents in every California court, manage service of process nationwide, and more. A leader in innovative technology solutions for legal professionals for more than 30 years, One Legal continues to be among the most respected in the industry. As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, we'd love for you to join us. About the role As a Client Experience Specialist at One Legal, you will play a pivotal role in a dynamic and client-focused support team dedicated to educating, empowering, and advocating for our clients. Your primary responsibility will be to address and resolve client inquiries through clear, effective verbal and written communication, with a strong emphasis on active listening and understanding. You'll ensure efficient and effective resolutions that meet our clients' needs by leveraging all available resources. In this role, you will be recognized for your reliability and ability to maintain composure under pressure, consistently demonstrating empathy in client interactions. You are a quick learner with a talent for multitasking, open to coaching, and driven by curiosity. Your commitment to teamwork is evident as you continually seek ways to enhance your own performance, contribute to the team, and drive company success. This is a fully remote role, based in Pacific Time. The hours are M-F, 9:00am - 6:00pm PT. Responsibilities Client Experience: - Lead clients through the One Legal platform to complete tasks. - Maintain accurate client records in Salesforce. - Own your learning and communicate effectively with your manager. - Advocate for clients by reviewing materials and providing feedback to internal teams. - Solve problems efficiently, ensuring a high-quality client experience. - Represent the client's voice to influence product improvements. Driver of Results: - Seek solutions to enhance the employee experience and celebrate team successes. - Collaborate with your manager to meet corporate goals. - Understand and act on key KPIs to consistently deliver exceptional client service. - Continuously improve the client experience through proactive learning. Operational Excellence: - Embrace new technology to improve service and efficiency. - Address productivity issues with your team and suggest improvements. - Assist in onboarding new team members. - Focus on de-escalation to minimize client delays. - Follow all policies and guidelines. - Participate in discussions to ensure consistent practices and communication.

Title: Fast Track Onboarding Specialist 2 Location: Remote - India 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 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. The role will be in NAMER shift 06:30PM - 03:30AM IST. 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 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: - 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 remotely based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi). 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.

• Act as the primary liaison for new client relationships, providing guidance and support from initiation to completion of onboarding. • Set and communicate clear timing, funding, and process expectations with clients and stakeholders. • Lead all communication with internal and external stakeholders to ensure alignment and transparency throughout the onboarding process. • Collaborate with cross-functional teams to address client needs, resolve issues, and ensure deliverables are met. • Schedule, host, and lead weekly onboarding calls with all new clients and relevant stakeholders. • Develop and maintain detailed onboarding plans, ensuring all tasks and milestones are tracked and completed on time.

Role Description As we scale, we are looking for an Onboarding Manager to guide our new clients through a structured and efficient journey. In this role, you will be the primary partner for restaurants during their initial setup, ensuring they get the maximum value from our platform from day one. We also welcome students with the opportunity to transition to full-time roles. - Lead the end-to-end client onboarding process to ensure smooth product adoption. - Educate and train clients on product functionality, best practices, and value realization. - Coordinate integrations with clients’ POS systems, delivery platforms, and third-party tools. - Manage onboarding timelines and keep clients aligned with key milestones. - Identify and escalate technical issues to the dev team for timely resolution. - Ensure a seamless handover to the Customer Success Manager with full client context. - Minimize early-stage churn by proactively addressing objections and adoption challenges. - Identify upsell opportunities during onboarding to increase client value and your own bonuses. Qualifications - Fluent in Estonian language min. C1 and English min. B2 for internal communication. - Has 1+ year of experience in Customer Success, Onboarding, or Implementation roles. - Tech-savvy and enjoys exploring software interfaces and troubleshooting. - Skilled at keeping clients engaged and on schedule with professional assertiveness. - Strong communicator who can convey technical details in a clear and easy-to-understand manner. - Experience with POS, SaaS, or APIs is a benefit, but not mandatory. - Proactive, client-focused, and ready to drive successful onboarding experiences. Requirements - Estonian language — min. C1 level - English — min. B2 level Benefits - Competitive compensation consisting of a fixed salary and performance-based bonuses. - Regular performance reviews and real career growth opportunities. - Opportunity to work on a global product with modern technologies. - Work in an international product company with a supportive team culture. - Comprehensive internal training and a seamless onboarding process for you. - Flexible environment where your proactivity directly boosts your rewards.