Onboarding Operations Specialist 1

Twilio is 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.

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.
• Offer white glove service to provide a seamless onboarding experience for customers, delivering high-quality support via Zendesk, ServiceNow, and Slack.
• Identify inefficiencies, propose solutions, and enhance workflows and compliance processes.
• Manage high-volume inquiries, balance multiple priorities, and ensure SLAs are consistently met.
• Take full responsibility for troubleshooting, compliance enforcement, and operational improvements.

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.

Benefits: 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.