# 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/8153169?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b784b0b7-4b8

## Description

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.

## Skills

### Required
- operations
- support
- compliance
- communication
- time management
- self-discipline
- reliability
- verbal communication
- written communication
- customer service

### Nice to have
- Google Workspace
- Microsoft 365
- ServiceNow
- Zendesk
- Slack
- quality assurance
- process documentation
- project coordination
- administrative tasks
- RCS Industry Guidelines and Best Practices in North America

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8153169?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)