Onboarding Operations Specialist

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. Responsibilities include reviewing verification submissions for compliance, conducting KYC checks, verifying brand legitimacy, and analyzing digital footprints to prevent fraud. You will perform QA on AI-generated decisions and agent-resolved submissions, analyze verification processes and appeals to detect patterns, and handle escalations for complex verification cases.