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Onboarding Operations Specialist 1

3 weeks, 6 days ago
Colombia
Full-time
Entry Level
Implementation Engineer
Customer and Technical Support
Twilio
Apply Now
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008
View All Jobs 136

Description

  • Review RCS applications and assess use cases for North American and international carrier regulations and fraud prevention.
  • Monitor regulatory changes and provide proactive onboarding and compliance guidance to customers and internal teams.
  • Handle escalations and coordinate across teams to resolve issues efficiently.
  • Perform QA checks on AI-generated and agent-reviewed decisions to ensure accuracy and compliance.
  • Maintain and update documentation to align with industry standards.
  • Deliver white glove customer support through Zendesk, ServiceNow, and Slack.
  • Identify inefficiencies and propose improvements to workflows and compliance processes.
  • Manage high-volume inquiries, balance priorities, and ensure SLAs are met.

Requirements

  • 1-2 years of experience in operations and support.
  • Availability to work Monday-Friday, 8:00 AM–5:00 PM CT or 9:00 AM–6:00 PM CT.
  • Ability to work remotely with strong time management, self-discipline, and reliability.
  • Strong verbal and written communication skills.
  • Customer-first mindset with a focus on high-quality support.
  • Highly collaborative and comfortable working cross-functionally, independently, and in a team.
  • Ability to prioritize tasks, manage workloads efficiently, and meet deadlines.
  • Strong attention to detail when reviewing documents, assessing risks, and following procedures.
  • Quick adaptability to new systems, workflows, and evolving business needs.
  • Familiarity with Google Workspace and Microsoft 365 (preferred).
  • Experience using ServiceNow, Zendesk, Slack, or similar tools (preferred).
  • Exposure to compliance-related tasks (preferred).
  • Basic knowledge of quality assurance or experience following process documentation (preferred).
  • Experience in project coordination or administrative tasks (preferred).
  • Familiarity with RCS Industry Guidelines and Best Practices in North America (preferred).

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave.
  • Wellness leave.
  • Healthcare benefits.
  • Retirement savings program.
  • Occasional travel for project or team in-person meetings.
  • Volunteer and donation support through Twilio’s community impact programs.

Interested in this position?

Apply directly on the company website

Apply Now

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