Onboarding Operations Specialist 1 @Twilio

Overview

Twilio is seeking an Onboarding Operations Specialist (L1) to join the global Onboarding and Compliance team. This role involves working with customers and internal teams to support Toll-Free Verification onboarding, ensuring adherence to carrier and regulatory requirements.

Key Responsibilities

• Review verification submissions for compliance and conduct KYC checks to prevent fraud.
• Perform QA on AI-generated decisions and agent-resolved submissions.
• Analyze verification processes and appeals to optimize workflows.
• Handle escalations for complex verification cases.
• Collaborate with internal teams to streamline onboarding and improve compliance enforcement.
• 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 troubleshoot verification issues.

Requirements

• Ability to work effectively in a remote environment with strong time management and communication skills.
• Availability to work Monday-Friday, 8:00 AM – 5:00 PM CT or 9:00 AM – 6:00 PM CT.
• 1-2 years of experience in an operations and customer-facing role.
• Strong ability to prioritize tasks and manage workloads efficiently.
• Excellent verbal and written communication skills.
• A customer-centric mindset with problem-solving abilities.
• Quick adaptability to new systems and workflows.
• Experience with Google Workspace and Microsoft 365 is a plus.

Benefits

Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, retirement savings programs, and more.

Location

This role is remote and based in Colombia.

How to Apply

Interested applicants should visit the Twilio careers page to submit their application.