Onboarding Operations Specialist 1

Twilio · Remote - ColombiaRemotejunior

In short

▸Especialista en onboarding de servicios de comunicación RCS para clientes corporativos.
▸Gestión diaria de aplicaciones, cumplimiento regulatorio y soporte técnico con alta atención al cliente.
▸Destaca por ser un rol entry-level con impacto directo en la seguridad y experiencia global del ecosistema Twilio.

Fluency in written and spoken English required

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What they ask for

✓Experiencia previa en soporte al cliente o operaciones (no necesariamente técnica).
✓Capacidad para manejar altos volúmenes de trabajo bajo presión.
✓Compromiso con estándares de calidad y cumplimiento.
✓Excelentes habilidades de comunicación escrita en inglés.
✓Disponibilidad para trabajar en horarios que cubran EEUU y Europa.
✓Actitud proactiva y orientada a resolver problemas.

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ZendeskServiceNowSlackAI toolsRCS (Rich Communication ServicCompliance frameworksRegulatory monitoring systemsDocumentation platformsInternal workflow toolsCross-functional collaboration

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Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Onboarding Operations Specialist (L1) About the job 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. 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 In this role, you’ll: • 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. • Be an Owner – Take full responsib

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