Onboarding Operations Specialist 1

Twilio is seeking an Onboarding Operations Specialist (L1) to join our global Onboarding and Compliance team. In this role, you will work directly with customers and internal teams to support Toll-Free Verification onboarding, ensuring adherence to carrier and regulatory requirements.

Responsibilities:

• Review verification submissions for compliance, conduct KYC checks, verify brand legitimacy, and analyze digital footprints to prevent fraud.
• Perform QA on AI-generated decisions and agent-resolved submissions to ensure accuracy, consistency, and compliance with verification standards.
• Analyze verification processes and appeals to detect patterns, optimize workflows, and mitigate risks.
• Handle escalations for complex verification cases, working with internal teams to resolve issues efficiently.
• Collaborate with internal teams to streamline onboarding, improve compliance enforcement, and align on best practices.
• Maintain process documentation, contribute to best practices, and support team efficiency.
• Support a positive, high-performing team culture by sharing insights and collaborating with colleagues.
• Provide prompt, high-quality support via email, Slack, and ServiceNow.
• Investigate verification issues, assess inefficiencies, and develop solutions to improve workflows.
• Manage high-volume inquiries, meet SLAs, and effectively balance multiple priorities.
• Stay informed on compliance and industry changes, proactively refining workflows and compliance strategies.
• Monitor onboarding progress, troubleshoot verification issues, and guide internal teams & customers to ensure a seamless experience.

Qualifications:

• Ability to work effectively in a remote environment, demonstrating strong time management, self-discipline, and communication skills.
• Availability to work Monday-Friday, 8:00 AM – 5:00 PM CT or 9:00 AM – 6:00 PM CT
• 1-2 years of experience in an operations and customer-facing role, with exposure to cross-functional collaboration.
• Strong ability to prioritize tasks, manage workloads efficiently, and meet SLAs.
• Excellent verbal and written communication skills, with strong attention to detail in document review and risk assessment.
• A customer-centric mindset, with a commitment to delivering high-quality support and ensuring a seamless experience.
• Problem-solving mindset, with the ability to assess situations, think critically, and make sound decisions.
• Quick adaptability to new systems, workflows, and evolving business needs.
• A collaborative team mindset, with the ability to work both independently and cross-functionally.
• Self-motivated, receptive to feedback, and committed to continuous improvement.
• Willingness to take on new challenges and grow with evolving business needs

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.