Remote Onboarding & Compliance Associate

SendGrid; Colombia; Presencial; COP 131.213.000 - 168.703.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Generous time off

Parental leave

Wellness leave

Healthcare

Retirement savings

Descripción de la vacante

Twilio is seeking an Onboarding Operations Specialist (L1) to join our global Onboarding and Compliance team. 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.

Formación

• Ability to work effectively in a remote environment, with strong time management 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 an operations and customer-facing role, with cross-functional collaboration.
• Strong ability to prioritize tasks, manage workloads efficiently, and meet SLAs.
• Excellent verbal and written communication skills, with attention to detail in documentation and risk assessment.
• Customer-centric mindset with commitment to high-quality support and seamless experience.
• Problem-solving mindset with ability to assess situations and make sound decisions.
• Quick adaptability to new systems, workflows, and evolving business needs.
• Collaborative team mindset with ability to work independently and cross-functionally.
• Self-motivated and receptive to feedback, with commitment to continuous improvement.

Responsabilidades

• 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 for accuracy and compliance.
• Analyze verification processes and appeals to detect patterns and optimize workflows.
• Handle escalations for complex verification cases with internal teams.
• Collaborate with internal teams to streamline onboarding and align on best practices.
• Maintain process documentation and support team efficiency.
• Provide high-quality support via email, Slack, and ServiceNow.
• Stay informed on compliance changes and refine workflows accordingly.
• Monitor onboarding progress and guide teams and customers to a seamless experience.

Conocimientos

Remote work

Work schedule

Ops experience

Prioritization

Communication

Customer focus

Problem solving

Adaptability

Team collaboration

Self-motivation

Herramientas

ServiceNow

Zendesk

Slack

Google Workspace

Microsoft 365

Descripción del empleo

Twilio is seeking an Onboarding Operations Specialist (L1) to join our global Onboarding and Compliance team. 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.