Onboarding Operations Specialist 1

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.
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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. 
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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 responsibility for troubleshooting, compliance enforcement, and operational improvements

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!

*Required:

• Availability to work Monday-Friday, 8:00 AM – 5:00 PM CT or 9:00 AM – 6:00 PM CT.
• Ability to work remotely, demonstrating strong time management, self-discipline, and reliability.
• Strong verbal and written communication skills, with the ability to convey information clearly and professionally.
• 1-2 years of experience in operations and support, with the ability to apply codes of conduct and best practices to daily work to ensure industry compliance.
• A customer-first mindset, with a focus on providing high-quality support and ensuring a smooth experience.
• Must be highly collaborative and a team player, comfortable working cross-functionally, independently, and within a team in a fast-paced environment.
• Ability to prioritize tasks, manage workloads efficiently, and meet deadlines.
• Attention to detail, especially in reviewing documents, assessing risks, and following procedures.
• Quick adaptability to new systems, workflows, and evolving business needs.
• Self-motivated, open to feedback, and eager to learn and grow.
• Willingness to take on new challenges and responsibilities as business needs change.

Desired:

• Familiarity with Google Workspace and Microsoft 365.
• Experience using ServiceNow, Zendesk, Slack, or similar tools for communication and workflow management.
• Exposure to compliance-related tasks.
• Basic knowledge of quality assurance or experience following process documentation.
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
• Experience in project coordination or assisting with administrative tasks.
• Familiarity with RCS Industry Guidelines and Best Practices in North America.

Location

This role will be remote, and based in Colombia.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

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. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

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Stay alert to recruitment fraud

We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.

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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.