Onboarding Operations Specialist L2 (Portuguese Speaker)

Twilio; Alberta; Remote; CAD 60,000 - 80,000; Full time

Job summary

Twilio is looking for an Onboarding Operations Specialist to join their global team. This remote role involves onboarding customers for RCS and WhatsApp, ensuring compliance, and collaborating with various teams. Ideal candidates will have strong communication skills in Portuguese and English, technical operations experience, and a passion for improving customer experiences. Join Twilio to be part of a diverse team making a global impact.

Benefits

Competitive pay

Generous time-off

Parental leave

Wellness leave

Healthcare

Retirement savings

Qualifications

• 3+ years experience in technical customer operations.
• Tech-savvy and process-oriented.

Responsibilities

• Process RCS onboarding requests efficiently.
• Project manage complex onboarding and registration requests.
• Design and optimize processes to enhance customer experience.

Skills

Communication

Problem Solving

Data Analysis

Education

Bachelor’s Degree

Tools

JIRA

Zendesk

Job description

Who we are

At Twilio, we’re shaping the future of communications 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 a strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences 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 truly rewarding. Your career at Twilio is in your hands.

See yourself at Twilio

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

About the job

Twilio is seeking an Operations Specialist to join the global Onboarding and Compliance team. This role will work directly with customers to onboard RCS, WhatsApp, procure short codes and Sender IDs, and ensure all phone numbers meet regulatory compliance standards worldwide. The team is crucial in providing the infrastructure that catalogs, orchestrates, and delivers the world’s connectivity.

Responsibilities

• Process RCS onboarding requests efficiently, providing high-level support to customers and collaborating with internal teams for technical support.
• Project manage complex onboarding and registration requests across various regions.
• Design and optimize processes to enhance customer experience with Twilio.
• Collaborate with Product and Engineering teams to troubleshoot technical issues with internal tools and external products.

Qualifications

We value diverse experiences from all industries and encourage everyone who meets the required qualifications to apply. If your career is just starting or has taken a non-traditional path, consider applying!

Required:

• Excellent written and spoken communication skills in Portuguese and English.
• 3+ years experience in technical customer operations.
• Tech-savvy and process-oriented with a passion for building seamless operations and solving customer problems.
• Experience with systems like JIRA, Zendesk, and a love for learning new technologies.
• Highly organized, able to prioritize multiple projects in a fast-paced environment.
• Comfortable working with data—analyzing, interpreting, and creating insights.
• Data-driven decision-making skills.
• Bachelor’s Degree or equivalent experience.

Desired:

• Excellent communication skills in Portuguese are a plus.

Location

This role will be remote.

Travel

Occasional travel may be required for meetings or projects.

What We Offer

Competitive pay, generous time-off, parental and wellness leave, healthcare, retirement savings, and more. Benefits vary by location.

Join Us

We seek colleagues who embody our values—something we call Twilio Magic. We also support community involvement through volunteering and donations.

If you’re ready to unleash your potential and do your best work, apply now! If this isn’t the right role, please explore other openings.

Applications are accepted until March 3rd, 2025, but may close earlier based on business needs.