Onboarding Operations Specialist 1

Location: Remote, based in Colombia; occasional travel may be required for in-person project or team meetings. Working hours: Monday–Friday, 8:00 AM–5:00 PM CT or 9:00 AM–6:00 PM CT.

Company

Twilio provides communications solutions that help businesses and developers create personalized customer experiences.

What you will do

• Review Toll-Free Verification submissions for compliance, conduct KYC checks, verify brand legitimacy, and analyze digital footprints to prevent fraud.
• Perform quality assurance on AI-generated decisions and agent-resolved submissions for accuracy, consistency, and compliance.
• Analyze verification processes and appeals, identify patterns, optimize workflows, and mitigate risks.
• Handle complex escalations and collaborate with internal teams and customers to resolve verification issues.
• Maintain process documentation, contribute to best practices, and support onboarding and compliance improvements.
• Manage high-volume inquiries, meet SLAs, and provide customer support through email, Slack, and ServiceNow.

Requirements

• Must be based in Colombia and able to work the specified CT-aligned schedule.
• 1–2 years of experience in operations or a customer-facing role with cross-functional collaboration.
• Strong prioritization, workload management, communication, documentation review, and risk assessment skills.
• Customer-centric, analytical, adaptable, self-motivated, and able to work independently and collaboratively.
• Ability to work effectively in a remote environment and meet defined SLAs.

Nice to have

• Familiarity with Google Workspace, Microsoft 365, ServiceNow, Zendesk, Slack, or similar tools.
• Experience with KYC checks, brand verification, digital-footprint analysis, quality assurance, or compliance process improvement.
• Experience in project coordination and managing multiple priorities.

Culture & Benefits

• Remote-first work environment with occasional in-person team, project, or customer meetings.
• Competitive pay and generous time off.
• Parental and wellness leave, healthcare, and a retirement savings program, varying by location.
• Opportunities to contribute to community volunteering and donation initiatives.

Hiring process

• Twilio uses AI to support hiring operations, but final hiring decisions are made by employees.
• Formal interviews are part of the recruitment process.