Onboarding Operations Specialist 1

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

Provide white-glove support for customers onboarding to RCS, reviewing applications for compliance and fraud prevention while guiding teams through carrier and technical requirements. Monitor regulatory changes, handle escalations cross-functionally, and perform QA checks on decisions to ensure accuracy. Use Zendesk, ServiceNow, and Slack to deliver high-touch assistance, maintain documentation, and continuously improve onboarding and compliance workflows and SLAs.

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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: 9 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Provide white-glove support for customers onboarding to RCS, reviewing applications for compliance and fraud prevention while guiding teams through carrier and technical requirements. Monitor regulatory changes, handle escalations cross-functionally, and perform QA checks on decisions to ensure accuracy. Use Zendesk, ServiceNow, and Slack to deliver high-touch assistance, maintain documentation, and continuously improve onboarding and compliance workflows and SLAs.
Location: Colombia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Review RCS applications and assess use cases to ensure North American and international carrier regulations compliance and prevent fraud.
  • •Monitor regulatory changes and proactively guide teams and customers with onboarding and compliance best practices.
  • •Handle escalations cross-functionally to resolve issues efficiently, while meeting SLAs.
  • •Perform QA checks on AI-generated and agent-reviewed decisions to ensure accuracy and compliance.
  • •Provide white-glove onboarding support using Zendesk, ServiceNow, and Slack; maintain documentation and improve workflows.
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceParental LeaveWellness Stipend

Key Requirements

  • •Availability 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 for clear, professional guidance.
  • •1–2 years of experience in operations and support, applying codes of conduct and best practices to ensure industry compliance.
  • •Customer-first mindset with attention to detail and the ability to prioritize, manage workloads, and meet deadlines.
Experience:1-2 years
Skills:CommunicationCollaborationTime managementAttention to detailPrioritization
Tech Stack:ZendeskServiceNowSlackGoogle 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