Onboarding Operations Specialist

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Evaluate RCS applications and analyze use cases to ensure compliance with North American and international carrier regulations while preventing fraud.

• Keep track of regulatory updates and offer proactive advice, supporting teams and clients with onboarding and compliance best practices.

• Address escalations, collaborating across teams to efficiently resolve issues.

• Conduct quality assurance (QA) evaluations on AI-generated and agent-reviewed decisions to guarantee accuracy and compliance.

• Update and maintain documentation, ensuring it is accurate and aligns with industry standards.

• Step into the Customer’s Perspective – Provide exceptional service to ensure a smooth onboarding experience for customers, delivering top-notch support through Zendesk, ServiceNow, and Slack.

• Innovate Solutions – Identify inefficiencies, suggest improvements, and refine workflows and compliance processes.

• Prioritize with Precision – Handle a high volume of inquiries, juggle multiple priorities, and ensure that service level agreements (SLAs) are consistently fulfilled.

⛳️ Requirements

• Availability to work Monday to Friday, from 8:00 AM to 5:00 PM CT or 9:00 AM to 6:00 PM CT.

• Capability to work remotely, showcasing strong time management skills, self-discipline, and dependability.

• Excellent verbal and written communication abilities, with a talent for conveying information clearly and professionally.

• 1-2 years of experience in operations and support, with the ability to apply codes of conduct and best practices to daily tasks to ensure compliance with industry standards.

• A customer-centric approach, with a commitment to delivering high-quality support and ensuring a seamless experience.

• Must be highly collaborative and a team player, comfortable working both independently and cross-functionally in a fast-paced environment.

• Ability to effectively prioritize tasks, manage workloads, and meet deadlines.

• Strong attention to detail, particularly in reviewing documents, assessing risks, and adhering to procedures.

• Quick to adapt to new systems, workflows, and changing business requirements.

• Self-motivated, receptive to feedback, and eager to learn and develop professionally.

• Willingness to embrace new challenges and responsibilities as business needs evolve.

🏝️ Benefits

• Competitive pay

• Generous time off

• Ample parental and wellness leave

• Healthcare

• Retirement savings program