Onboarding Operations Specialist 1 · Twilio

Sat, 25 Apr 2026 21:00:49 GMT
Operations

Twilio · Remote - Colombia · remote

Join Twilio as an Onboarding Operations Specialist (L1) on our global Onboarding and Compliance team. In this role, you will work directly with customers and internal teams to support Toll-Free Verification onboarding, ensuring adherence to carrier and regulatory requirements.

This entry-level role focuses on guiding customers through verification, assessing business legitimacy, and identifying risks to ensure a secure and compliant onboarding process. You will also contribute to improving operational workflows and upholding industry standards.

The Onboarding and Compliance team plays a vital role in maintaining trust and reliability in Twilio's ecosystem by safeguarding against fraudulent activity and streamlining the onboarding experience. Your work will help businesses navigate the verification process efficiently while ensuring compliance.

Responsibilities:

Review verification submissions for compliance, conduct KYC checks, verify brand legitimacy, and analyze digital footprints to prevent fraud.

Perform QA on AI-generated decisions and agent-resolved submissions to ensure accuracy, consistency, and compliance with verification standards.

Analyze verification processes and appeals to detect patterns, optimize workflows, and mitigate risks.

Handle escalations for complex verification cases, working with internal teams to resolve issues efficiently.

Collaborate with internal teams to streamline onboarding, improve compliance enforcement, and align on best practices.

Maintain process documentation, contribute to best practices, and support team efficiency.

Support a positive, high-performing team culture by sharing insights and collaborating with colleagues.

Requirements:

Ability to work effectively in a remote environment, demonstrating strong time management, self-discipline, and communication skills.

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 an operations and customer-facing role, with exposure to cross-functional collaboration.

Strong ability to prioritize tasks, manage workloads efficiently, and meet SLAs.

Excellent verbal and written communication skills, with strong attention to detail in document review and risk assessment.

A customer-centric mindset, with a commitment to delivering high-quality support and ensuring a seamless experience.

Problem-solving mindset, with the ability to assess situations, think critically, and make sound decisions.

Quick adaptability to new systems, workflows, and evolving business needs.

A collaborative team mindset, with the ability to work both independently and cross-functionally.

Self-motivated, receptive to feedback, and committed to continuous improvement.

Willingness to take on new challenges and grow with evolving business needs.

Preferred qualifications include familiarity with Google Workspace and Microsoft 365, experience with ServiceNow, Zendesk, Slack, or similar platforms used for workflow and team collaboration.