Onboarding Operations Specialist (RCS)

TL;DR

Onboarding Operations Specialist (RCS): Managing the end-to-end RCS onboarding process and compliance for customers with an accent on carrier regulations and fraud prevention. Focus on providing high-touch guidance through technical hurdles and ensuring operational excellence within the communications ecosystem.

Location: Remote (Must be based in Colombia)

Company

hirify.global is a cloud communications platform that empowers businesses to craft personalized customer experiences through innovative APIs.

What you will do

• Review RCS applications and assess use cases for compliance with international carrier regulations to prevent fraud.
• Provide proactive, high-touch guidance to customers navigating technical hurdles and regulatory changes.
• Perform quality assurance (QA) checks on AI-generated and agent-reviewed onboarding decisions.
• Manage high-volume inquiries and resolve escalations using Zendesk, ServiceNow, and Slack.
• Identify process inefficiencies and propose workflow enhancements to improve compliance.
• Maintain and update documentation to ensure alignment with industry standards.

Requirements

• Must be based in Colombia.
• 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 operations and support.
• Strong verbal and written communication skills for professional interaction.
• Ability to prioritize high-volume tasks and meet strict SLAs.
• High attention to detail in reviewing documents and assessing risks.

Nice to have

• Experience with ServiceNow, Zendesk, or Slack.
• Familiarity with Google Workspace and Microsoft 365.
• Knowledge of RCS Industry Guidelines and Best Practices in North America.
• Basic experience in quality assurance or compliance-related tasks.

Culture & Benefits

• Remote-first work environment with a strong culture of global inclusion.
• Competitive pay and generous time off.
• Healthcare and retirement savings programs.
• Ample parental and wellness leave.
• Support for community volunteering and donation efforts.