Onboarding Operations Specialist 1

See yourself at Twilio

Join the team as Twilio’s next Onboarding Operations Specialist 1

About the job

Twilio is seeking an RCS (Rich Communication Services) Onboarding Operations Specialist (L1) to join our global Onboarding and Compliance team. This is an entry-level position dedicated to offering white glove service to our customers as they navigate the RCS landscape. Beyond simply processing applications, you will provide high-touch, proactive guidance, acting as a trusted partner to lead customers through complex carrier requirements and technical hurdles. Your primary focus is to ensure industry compliance and operational excellence, providing a seamless and secure experience that maintains the reliability of Twilio’s communications ecosystem.

The Onboarding and Compliance team plays a critical role in maintaining trust and reliability within Twilio’s ecosystem by safeguarding against fraudulent activity and streamlining the user journey. Your work will directly impact businesses by helping them navigate the sophisticated technical and regulatory landscape of RCS onboarding, ensuring they can connect with their customers efficiently and safely across our global communications network.

Responsibilities

In this role, you’ll:

• Review RCS applications and assess use cases to ensure they meet North American and international carrier regulations and prevent fraud.
• Monitor regulatory changes and provide proactive guidance, assisting teams and customers with onboarding and compliance best practices.
• Handle escalations, working cross-functionally across teams to resolve issues efficiently.
• Perform quality assurance (QA) checks on AI-generated and agent-reviewed decisions to ensure accuracy and compliance.
• Maintain and update documentation, ensuring accuracy and alignment with industry standards.
• Wear the Customer’s Shoes – Offer white glove service to provide a seamless onboarding experience for customers, delivering high-quality support via Zendesk, ServiceNow, and Slack.
• Draw the Owl – Identify inefficiencies, propose solutions, and enhance workflows and compliance processes.
• Ruthlessly Prioritize – Manage high-volume inquiries, balance multiple priorities, and ensure SLAs are consistently met.

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:

• Availability to work Monday-Friday, 8:00 AM – 5:00 PM CT or 9:00 AM – 6:00 PM CT.
• Ability to work remotely, demonstrating strong time management, self-discipline, and reliability.
• Strong verbal and written communication skills, with the ability to convey information clearly and professionally.
• 1-2 years of experience in operations and support, with the ability to apply codes of conduct and best practices to daily work to ensure industry compliance.
• A customer-first mindset, with a focus on providing high-quality support and ensuring a smooth experience.
• Must be highly collaborative and a team player, comfortable working cross-functionally, independently, and within a team in a fast-paced environment.
• Ability to prioritize tasks, manage workloads efficiently, and meet deadlines.
• Attention to detail, especially in reviewing documents, assessing risks, and following procedures.
• Quick adaptability to new systems, workflows, and evolving business needs.
• Self-motivated, open to feedback, and eager to learn and grow.
• Willingness to take on new challenges and responsibilities as business needs change.

Desired:

• Familiarity with Google Workspace and Microsoft 365.
• Experience using ServiceNow, Zendesk, Slack, or similar tools for communication and workflow management.
• Exposure to compliance-related tasks.
• Basic knowledge of quality assurance or experience following process documentation.
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
• Experience in project coordination or assisting with administrative tasks.
• Familiarity with RCS Industry Guidelines and Best Practices in North America.

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.