Onboarding Operations Specialist 1
About the role
See yourself at Twilio
Join the team as Twilio’s next Onboarding Operations Specialist 1
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
- 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.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!