Onboarding Operations Specialist 1 @Twilio

Overview

Twilio is seeking an Onboarding Operations Specialist (L1) to join their global Onboarding and Compliance team. In this remote role based in Colombia, you will support Toll-Free Verification onboarding while ensuring adherence to carrier and regulatory requirements.

Key Responsibilities

• Review verification submissions for compliance and conduct KYC checks.
• Perform QA on AI-generated decisions and agent-resolved submissions.
• Analyze verification processes and appeals to detect patterns and optimize workflows.
• Handle escalations for complex verification cases and collaborate with internal teams.
• Maintain process documentation and contribute to best practices.
• Provide high-quality support via email, Slack, and ServiceNow.
• Investigate verification issues and develop solutions to improve workflows.
• Monitor onboarding progress and guide internal teams and customers.

Requirements

• 1-2 years of experience in an operations and customer-facing role.
• Ability to work effectively in a remote environment with strong time management skills.
• Excellent verbal and written communication skills.
• Customer-centric mindset and commitment to delivering high-quality support.
• Problem-solving mindset with critical thinking abilities.
• Quick adaptability to new systems and workflows.
• Familiarity with Google Workspace and Microsoft 365.

Benefits

Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, a retirement savings program, and many more benefits, varying by location.

Location

Remote - Colombia

How to Apply

To apply, please submit your application through the Twilio career page.

Deadline

No deadline specified.