Onboarding Operations Specialist L2

Summary

Join Twilio as the next Onboarding Operations Specialist and become part of a team that runs Twilio’s Onboarding and Compliance team globally. This role involves working directly with customers to onboard RCS, WhatsApp, procure short codes and Sender IDs, and ensure compliance with global regulatory standards. You will process onboarding requests, manage complex customer requests, design and optimize processes for excellent customer experience, and collaborate with product and engineering teams to troubleshoot technical issues. The position requires strong communication skills in Portuguese and English, 3+ years of experience in technical customer operations, and proficiency in various systems and software tools. The role is remote and based in Colombia, with occasional travel required.

Requirements

• Good communication skills both written and spoken in Portuguese and Englsih
• 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

Responsibilities

• 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

Preferred Qualifications

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

Benefits

• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program