# Onboarding Operations Specialist 1 **Company**: Twilio **Location**: Remote - Colombia **Work arrangement**: remote **Experience**: entry **Job type**: full-time **Category**: Operations **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/twilio/jobs/7861941?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_58d895b3-5d2 ## Description Join the team as Twilio's next Onboarding Operations Specialist 1. We're 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: - 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: - 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. 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. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values , something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. ## Skills ### Required - RCS - carrier regulations - fraud prevention - compliance best practices - quality assurance - documentation - Zendesk - ServiceNow - Slack - time management - self-discipline - reliability - verbal communication - written communication - codes of conduct - best practices - customer-first mindset - collaboration - teamwork - prioritization - deadline management - attention to detail - adaptability - self-motivation - openness to feedback - willingness to learn ### Nice to have - Google Workspace - Microsoft 365 - compliance-related tasks - process documentation - project coordination - administrative tasks - RCS Industry Guidelines - Best Practices in North America --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/7861941?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)