Onboarding Operations Specialist 1

See yourself at Twilio

Join the team as Twilio’s next Onboarding Operations Specialist (L1)

About the job

Twilio is seeking an Onboarding Operations Specialist (L1) to join 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

In this role, you’ll:

• 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.
• Wear the Customer’s Shoes – Provide prompt, high-quality support via email, Slack, and ServiceNow.
• Draw the Owl – Investigate verification issues, assess inefficiencies, and develop solutions to improve workflows.
• Ruthlessly Prioritize – Manage high-volume inquiries, meet SLAs, and effectively balance multiple priorities.
• Be Bold – Stay informed on compliance and industry changes, proactively refining workflows and c