Onboarding Operations Specialist 1

About the Role

The ideal candidate will have excellent analytical skills, attention to detail, and strong communication abilities. You will work directly with customers and internal teams to support toll-free verification onboarding, ensuring adherence to carrier and regulatory requirements. As part of a remote-first company, you will have the opportunity to work with a diverse team and contribute to the development of innovative solutions.

What You Will Do

• 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.
• Provide prompt, high-quality support via email, Slack, and ServiceNow.
• Investigate verification issues, assess inefficiencies, and develop solutions to improve workflows.
• Manage high-volume inquiries, meet SLAs, and effectively balance multiple priorities.
• Stay informed on compliance and industry changes, proactively refining workflows and compliance strategies.

What We Are Looking For

• 1-2 years of experience in a related field, such as operations, compliance, or customer support.
• Strong analytical and problem-solving skills, with attention to detail and ability to identify risks.
• Excellent communication and interpersonal skills, with ability to work with diverse stakeholders.
• Ability to work in a fast-paced environment, prioritize tasks, and meet deadlines.
• Strong understanding of regulatory requirements and compliance standards.
• Proficiency in Excel and ability to learn new tools and systems.
• Strong team player with ability to collaborate and contribute to a positive team culture.

Nice to Have

• Experience with AI-generated decisions and machine learning algorithms.
• Knowledge of programming languages, such as Python or JavaScript.
• Familiarity with ServiceNow or other workflow management tools.
• Certification in compliance or risk management, such as CCEP or CISA.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a diverse and innovative company.
• Flexible working hours and remote work options.
• Professional development opportunities, including training and certification programs.
• Access to cutting-edge tools and technologies.
• Collaborative and dynamic work environment.
• Recognition and reward programs for outstanding performance.

• Develop your analytical and problem-solving skills to identify risks and improve workflows.
• Familiarize yourself with regulatory requirements and compliance standards in the industry.
• Highlight your experience with Excel and ability to learn new tools and systems.
• Showcase your excellent communication and interpersonal skills, with ability to work with diverse stakeholders.
• Be prepared to provide examples of your experience with AI-generated decisions and machine learning algorithms.
• Demonstrate your ability to work in a fast-paced environment and prioritize tasks effectively.
• Research Twilio's company culture and values to show your enthusiasm and commitment to the role.