The opportunity
At Twilio, we’re shaping the future of communications, all 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.
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.
What they're looking for
- Support a positive, high-performing team culture by sharing insights and collaborating with colleagues.
- Wear the Customer’s Shoes: Provide prompt, high-quality support via email, Slack, and ServiceNow.
- Draw the Owl: Investigate verification issues, assess inefficiencies, and develop solutions to improve workflows.
- Ruthlessly Prioritize: Manage high-volume inquiries, meet SLAs, and effectively balance multiple priorities.