Twilio A2P verification

Twilio A2P 10DLC Compliance & Customer Onboarding Specialist We are looking for an experienced Twilio A2P 10DLC specialist to help us improve and manage the A2P 10DLC verification process for our customers. Our customers are struggling with the registration and approval process, especially around Brand registration, Campaign registration, opt-in documentation, privacy policy and terms requirements, sample messages, rejection handling, and Twilio Trust Hub setup. We need someone who has hands-on experience getting A2P 10DLC campaigns approved through Twilio and The Campaign Registry. This role is not just basic Twilio development. We need someone who understands Twilio Messaging, Trust Hub, A2P 10DLC compliance, customer onboarding, and common campaign rejection reasons. Project Goals The main goal is to create a smoother, more reliable A2P 10DLC onboarding process for our customers so they can submit complete, accurate, and compliant registrations with fewer rejections. You will help us: 1. Understand our current A2P 10DLC onboarding process 2. Identify why customers are getting stuck or rejected 3. Create a clear customer-facing registration checklist 4. Prepare compliant Brand and Campaign submission templates 5. Help customers gather the correct business and campaign information 6. Review customer websites, privacy policies, terms pages, opt-in flows, and sample messages before submission 7. Troubleshoot failed or rejected A2P 10DLC registrations 8. Create internal SOPs so our team can repeat the process consistently Responsibilities You will be responsible for: A2P 10DLC Process Review * Review our current Twilio A2P 10DLC setup and onboarding flow * Determine whether we should register customers through Console, API, subaccounts, Secondary Customer Profiles, or another recommended structure * Review our current Twilio Messaging Services, phone number assignment, Brand setup, and Campaign setup * Identify gaps in our current process that may be causing customer confusion, delays, or rejections Customer Information Collection Create or improve a customer intake form/checklist that collects all required A2P 10DLC information, including: * Legal business name * DBA or brand name, if applicable * EIN/tax ID or other business registration number * Business type and industry * Business website * Business address * Authorized representative name, title, phone number, and email * Brand contact email for verification * Use case type * Campaign description * Opt-in method * Opt-in workflow description * Opt-out and HELP handling * Sample SMS/MMS messages * Whether messages contain links or phone numbers * Privacy policy URL * Terms and conditions URL * Screenshots or public URLs showing consent collection Campaign Compliance Review Review customer submissions before they are sent to Twilio/TCR, including: * Campaign description quality * Match between business website, brand name, campaign description, use case, and sample messages * Message flow and opt-in explanation * Privacy policy compliance * Terms and conditions compliance * Website accessibility * Public availability of opt-in evidence * Sample messages that include the brand name and match the use case * Proper use of STOP, HELP, opt-out, and message frequency language * Avoidance of generic, incomplete, misleading, or non-verifiable submissions Opt-In Flow Guidance Help us create compliant opt-in examples for different customer scenarios, such as: * Website checkbox opt-in * Signup form opt-in * Contact form opt-in * Appointment booking opt-in * Keyword/text-to-join opt-in * Paper form opt-in * QR code opt-in * Verbal opt-in where appropriate * Non-marketing transactional notifications * Customer care or support messaging * Marketing or promotional campaigns You should understand that opt-in must be explicit, optional, and verifiable. You should also know how to document every consent path clearly enough for review. Privacy Policy and Terms Guidance Help us create customer guidance for privacy policy and terms requirements, including: * Publicly accessible privacy policy and terms pages * Privacy policy language covering SMS/mobile data * Statement that mobile information, opt-in data, and consent are not sold or shared with third parties or affiliates for marketing or promotional purposes * Message frequency disclosure * “Message and data rates may apply” disclosure * STOP unsubscribe instructions * HELP instructions * Program description * Brand consistency between website, privacy policy, terms, and submitted campaign You do not need to act as legal counsel, but you should know what Twilio/TCR reviewers commonly expect and when to recommend that we or the customer consult a legal professional. Rejection Troubleshooting Help us diagnose and fix failed or rejected registrations, including issues such as: * Business identity mismatch * EIN/legal name mismatch * Website URL mismatch * Missing or non-compliant privacy policy * Missing or non-compliant terms * Weak or unverifiable opt-in flow * Missing screenshots or public proof of consent collection * Incomplete message flow * Sample messages that do not match the campaign use case * Missing brand name in sample messages * Use case mismatch * Use of public URL shorteners * Content or prohibited-use issues * Campaign-to-traffic mismatch * Suspended or failed campaigns * Phone number registration issues after campaign approval Documentation Deliverables We want clear documentation that our internal team and customers can actually use. Expected deliverables include: 1. Customer A2P 10DLC intake checklist 2. Internal A2P 10DLC review checklist 3. Customer-facing explanation of the registration process 4. Brand registration information guide 5. Campaign registration information guide 6. Opt-in flow examples and templates 7. Sample compliant website checkbox language 8. Sample privacy policy SMS language 9. Sample terms and conditions SMS language 10. Sample campaign descriptions for common use cases 11. Sample messages for common use cases 12. Rejection troubleshooting guide 13. Internal SOP for submitting, tracking, and resubmitting registrations 14. Recommendations for improving our Twilio account/subaccount/Messaging Service structure Required Experience Please apply only if you have direct experience with most or all of the following: * Twilio A2P 10DLC registration * Twilio Trust Hub * Twilio Messaging Services * Brand registration * Campaign registration * The Campaign Registry/TCR process * Standard, Low-Volume Standard, and Sole Proprietor Brand types * ISV/customer onboarding for A2P 10DLC * Secondary Customer Profiles or subaccount-based customer registration * SMS compliance concepts, including opt-in, opt-out, HELP, STOP, consent, and message frequency * Troubleshooting rejected Twilio A2P 10DLC submissions * Writing clear customer-facing instructions and checklists Nice to Have * Experience with Twilio APIs for A2P 10DLC registration * Experience helping SaaS platforms onboard multiple customers * Experience building onboarding forms or customer portals * Familiarity with TCPA and CTIA messaging guidelines * Experience with Twilio subaccounts and multi-customer architecture * Experience creating SOPs for support or customer success teams * Ability to train our internal team Important Notes We are not looking for someone who simply fills out Twilio forms with generic information. We need someone who can prevent rejections by reviewing the customer’s business details, website, opt-in flow, privacy policy, terms, campaign description, and sample messages before submission. We also need someone who can explain the process clearly to non-technical customers and help our team create a repeatable onboarding system. Project Type Open to hourly or fixed-price proposals. Please include in your proposal: 1. Your experience with Twilio A2P 10DLC 2. Examples of Brand/Campaign types you have helped get approved 3. Whether you have experience with ISV/customer onboarding 4. Whether you have used Twilio Console, Twilio API, or both 5. Your process for reviewing a campaign before submission 6. How you troubleshoot rejected campaigns 7. Any documentation, checklist, or onboarding process you have created before 8. Your availability and preferred working style Screening Questions 1. What are the most common reasons Twilio A2P 10DLC Campaign registrations get rejected? 2. What information do you need from a customer before submitting a Standard or Low-Volume Standard Brand? 3. What should a compliant opt-in flow include? 4. What should be included in sample messages for a Campaign registration? 5. How would you handle a customer whose website does not show the SMS opt-in flow publicly? 6. What privacy policy language is commonly required for A2P 10DLC approval? 7. Have you helped an ISV register multiple customers for A2P 10DLC? If yes, how was the Twilio account/subaccount structure handled? 8. Have you worked with Twilio A2P 10DLC APIs, or only the Console? Expected Outcome At the end of this project, we want a repeatable A2P 10DLC onboarding process that helps our customers submit complete and compliant registrations, reduces confusion, lowers rejection rates, and gives our support team clear guidance for handling approvals, failures, resubmissions, and customer questions.