Onboarding Operations Specialist 1

Twilio
Colombia
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 1-2 yearsSkills: ["Time management","Communication","Attention to detail","Problem-solving","Collaboration"]

Support Toll-Free Verification onboarding by reviewing customer submissions, performing KYC checks, and assessing brand legitimacy to prevent fraud and ensure carrier/regulatory compliance. QA AI-generated and agent-resolved decisions, analyze workflows and appeals to mitigate risk, and handle escalations for complex cases. Work with cross-functional teams to improve operational processes, maintain documentation, and deliver high-quality customer support through email, Slack, and ServiceNow.

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FursaFursa
Twilio
Twilio
1 day ago

Onboarding Operations Specialist 1

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 minutes agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Support Toll-Free Verification onboarding by reviewing customer submissions, performing KYC checks, and assessing brand legitimacy to prevent fraud and ensure carrier/regulatory compliance. QA AI-generated and agent-resolved decisions, analyze workflows and appeals to mitigate risk, and handle escalations for complex cases. Work with cross-functional teams to improve operational processes, maintain documentation, and deliver high-quality customer support through email, Slack, and ServiceNow.
Location: Colombia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Review verification submissions for compliance by conducting KYC checks, verifying brand legitimacy, and analyzing digital footprints to prevent fraud
  • •Perform QA on AI-generated decisions and agent-resolved submissions to ensure accuracy, consistency, and compliance
  • •Analyze verification processes and appeals to detect patterns, optimize workflows, and mitigate risks
  • •Handle escalations for complex verification cases and coordinate with internal teams to resolve issues
  • •Provide prompt, high-quality customer support via email, Slack, and ServiceNow while managing high-volume inquiries and meeting SLAs
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceParental Leave

Key Requirements

  • •1-2 years of experience in an operations and customer-facing role with exposure to cross-functional collaboration
  • •Ability to work effectively in a remote environment with strong time management, self-discipline, and communication skills
  • •Availability Monday-Friday, 8:00 AM–5:00 PM CT or 9:00 AM–6:00 PM CT
  • •Strong ability to prioritize, manage workloads efficiently, and meet SLAs
  • •Excellent verbal and written communication with strong attention to detail for document review and risk assessment
Experience:1-2 years
Skills:Time managementCommunicationAttention to detailProblem-solvingCollaboration
Tech Stack:ServiceNowSlackZendeskGoogle WorkspaceMicrosoft 365

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn