Onboarding Operations Specialist 1
Twilio
ServiceNow
Onboarding Operations Specialist
Twilio
full-time
Posted on:
Origin: • 🇨🇴 Colombia
Visit company websiteJob Level
Junior
Tech Stack
ServiceNow
About the role
- Work directly with customers and internal teams to support Toll-Free Verification onboarding
- Guide customers through verification, assess business legitimacy, and identify risks
- 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 and consistency
- Analyze verification processes and appeals to detect patterns, optimize workflows, and mitigate risks
- Handle escalations for complex verification cases and coordinate with internal teams to resolve issues
- Collaborate with internal teams to streamline onboarding, improve compliance enforcement, and align on best practices
- Maintain process documentation and contribute to best practices
- Provide prompt, high-quality support via email, Slack, and ServiceNow
- Monitor onboarding progress, troubleshoot verification issues, and guide internal teams and customers to ensure a seamless experience
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 a customer-facing or operations 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
- (Desired) Familiarity with Google Workspace and Microsoft 365
- (Desired) Experience with ServiceNow, Zendesk, Slack, or similar platforms
- (Desired) Experience conducting KYC checks, verifying brand legitimacy, and analyzing digital footprints
- (Desired) Quality assurance expertise in process review, improvement, and compliance
- (Desired) Experience in project coordination
