Onboarding Operations Specialist L1

See yourself at Twilio

Join the team as Twilio’s next Onboarding Operations Specialist.

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, diverse team 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.

About the job

Twilio is seeking an Operations Specialist to join the team that runs Twilio’s Onboarding and Compliance team globally. This role will work directly with customers to help them onboard RCS, WhatsApp, procure short codes and Sender IDs, and ensure all phone numbers are meeting regulatory compliance standards globally. The Onboarding and Compliance Operations team is a key part of Twilio, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity. .

Responsibilities

In this role, you’ll:

• Process RCS onboarding requests efficiently while providing the highest level of support to customers, while working closely with internal Twilio teams to provide the best in class technical support for customers

• Project manage complex requests from our customers to onboard and register their senders across various regions

• Design and optimize new processes to ensure our customers have an excellent experience with Twilio.

• Collaborate with Twilio’s Product and Engineering teams to troubleshoot technical problems with our internal tooling and external product offerings.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

• 3+ years experience in technical customer operations

• Tech and process-savvy person who loves to build seamless operations that benefit our customers. You’re empathetic and love working with customers to solve their problems. 

• Love learning new technology, and you have experience configuring and operating various systems and software tools such as JIRA, Zendesk. 

• Thorough, organized, and process-oriented to the extreme, and you’re able to prioritize and execute multiple projects simultaneously in a fast paced, ever changing environment

• Be comfortable working with data, including analyzing, interpreting, and creating it.

• Possess a data-driven mindset, using insights to guide decision-making and strategy.

• You can represent Channel Onboarding Operations in various projects supporting our partnership with our vendors and carriers

• Bachelor’s Degree or equivalent years' of experience

Desired:

• Excellent written and verbal communication skills in Portuguese is a HUGE PLUS.

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• Specify education, previous job experience, certifications, technical skills and soft skills required. 

Location

 [SELECT AN OPTION BELOW]

B. 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

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.

Applications for this role are intended to be accepted until March 3rd, 2025 but may change based on business needs.