Requirements
- •Ability to work effectively in a remote environment, demonstrating strong time management, self-discipline, 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 exposure to cross-functional collaboration
- •Strong ability to prioritize tasks, manage workloads efficiently, and meet SLAs
- •Excellent verbal and written communication skills, with strong attention to detail in document review and risk assessment
- •A customer-centric mindset, with a commitment to delivering high-quality support and ensuring a seamless experience
- •Problem-solving mindset, with the ability to assess situations, think critically, and make sound decisions
- •Quick adaptability to new systems, workflows, and evolving business needs
- •A collaborative team mindset, with the ability to work both independently and cross-functionally
- •Self-motivated, receptive to feedback, and committed to continuous improvement
- •Willingness to take on new challenges and grow with evolving business needs
What You'll Do
- •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
- •Provide prompt, high-quality support via email, Slack, and ServiceNow
- •Investigate verification issues, assess inefficiencies, and develop solutions to improve workflows
- •Manage high-volume inquiries, meet SLAs, and effectively balance multiple priorities
- •Stay informed on compliance and industry changes, proactively refining workflows and compliance strategies
- •Monitor onboarding progress, troubleshoot verification issues, and guide internal teams & customers to ensure a seamless experience
Nice to Have
- •Familiarity with Google Workspace and Microsoft 365
- •Experience with ServiceNow, Zendesk, Slack, or similar platforms used for workflow and team collaboration
- •Experience conducting KYC checks, verifying brand legitimacy, and analyzing digital footprints with strong attention to compliance details
- •Quality assurance expertise in process review, improvement, and compliance with best practices and code of conduct
- •Ability to prioritize tasks, multi-task effectively, and handle responsibilities within defined SLAs
- •Experience in project coordination, ensuring smooth task execution, and managing multiple priorities efficiently
Benefits
- •Competitive pay
- •Generous time off
- •Ample parental and wellness leave
- •Healthcare
- •Retirement savings program
About Twilio
Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API.
San Francisco, CA, US
5000 - 10000
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