Review RCS applications and assess use cases to ensure they meet North American and international carrier regulations and prevent fraud.
Monitor regulatory changes and provide proactive guidance, assisting teams and customers with onboarding and compliance best practices.
Handle escalations, working cross-functionally across teams to resolve issues efficiently.
Perform quality assurance (QA) checks on AI-generated and agent-reviewed decisions to ensure accuracy and compliance.
Maintain and update documentation, ensuring accuracy and alignment with industry standards.
Wear the Customer’s Shoes – Offer white glove service to provide a seamless onboarding experience for customers, delivering high-quality support via Zendesk, ServiceNow, and Slack.
Draw the Owl – Identify inefficiencies, propose solutions, and enhance workflows and compliance processes.
Ruthlessly Prioritize – Manage high-volume inquiries, balance multiple priorities, and ensure SLAs are consistently met.

Availability to work Monday-Friday, 8:00 AM – 5:00 PM CT or 9:00 AM – 6:00 PM CT.
Ability to work remotely, demonstrating strong time management, self-discipline, and reliability.
Strong verbal and written communication skills, with the ability to convey 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 work to ensure industry compliance.
A customer-first mindset, with a focus on providing high-quality support and ensuring a smooth experience.
Must be highly collaborative and a team player, comfortable working cross-functionally, independently, and within a team in a fast-paced environment.
Ability to prioritize tasks, manage workloads efficiently, and meet deadlines.
Attention to detail, especially in reviewing documents, assessing risks, and following procedures.
Quick adaptability to new systems, workflows, and evolving business needs.
Self-motivated, open to feedback, and eager to learn and grow.
Willingness to take on new challenges and responsibilities as business needs change.

Onboarding Operations Specialist

Key skills