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Onboarding Operations Specialist 1

6 days, 2 hours ago
Colombia
Full-time
Entry Level
Operations Specialist
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 123

Description

  • Review verification submissions for compliance, perform KYC checks, verify brand legitimacy, and analyze digital footprints to help prevent fraud.
  • Perform quality assurance on AI-generated decisions and agent-resolved submissions to ensure accuracy, consistency, and compliance with verification standards.
  • Analyze verification processes and appeals to identify patterns, optimize workflows, and mitigate operational risk.
  • Handle escalations for complex verification cases and coordinate with internal teams to resolve issues efficiently.
  • Collaborate with internal teams to streamline onboarding, strengthen compliance enforcement, and align on best practices.
  • Maintain process documentation and contribute to team best practices and operational efficiency.
  • Provide prompt customer support through email, Slack, and ServiceNow.
  • Investigate verification issues, assess inefficiencies, and help develop workflow improvements.
  • Monitor onboarding progress, troubleshoot verification issues, and guide internal teams and customers to ensure a smooth experience.

Requirements

  • Ability to work effectively in a remote environment with strong time management, self-discipline, 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 with exposure to cross-functional collaboration.
  • Strong ability to prioritize tasks, manage workloads efficiently, and meet SLAs.
  • Excellent verbal and written communication skills with strong attention to detail in document review and risk assessment.
  • Customer-centric mindset with a commitment to delivering high-quality support and a seamless experience.
  • Problem-solving mindset with the ability to assess situations, think critically, and make sound decisions.
  • Quick adaptability to new systems, workflows, and evolving business needs.
  • Collaborative team mindset with the ability to work independently and cross-functionally.
  • Familiarity with Google Workspace and Microsoft 365 (preferred).
  • Experience with ServiceNow, Zendesk, Slack, or similar collaboration/workflow tools (preferred).
  • Experience conducting KYC checks, verifying brand legitimacy, and analyzing digital footprints (preferred).
  • Quality assurance experience in process review and compliance with best practices and code of conduct (preferred).
  • Experience in project coordination and managing multiple priorities efficiently (preferred).

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Occasional travel opportunities for project or team in-person meetings.
  • Support for volunteering and donation efforts through company programs.

Interested in this position?

Apply directly on the company website

Apply Now

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