Compliance Operations Specialist 1

Who we are

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.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio’s next Compliance Operations Specialist 1

About the job

At Twilio, our mission is to power the future of communications. We believe that communication should be at the heart of every product and customer experience. In this role you will be monitoring the use of Twilio products, voice, SMS and email, to ensure that the traffic on Twilio’s platform is legal, compliant, and wanted. To do this you will also ensure that all traffic is following Twilio’s Voice Policy, Messaging Policy, Acceptable Use policy and meets CTIA requirements. We are looking for someone that is passionate about preventing fraud and abuse. The ideal candidate has some experience in research and investigation skills and enjoys challenging and complex case work.

Responsibilities

In this role, you’ll:

Investigate cases quickly and efficiently, perform analysis to understand bad actor behavior and demonstrate willingness to learn and become a subject matter expert in compliance investigations

Protect Twilio customers and consumers through ongoing identification of bad actors, non-compliant activity and evolving tactics - taking action daily to stop bad actors/ activity while minimizing false positives.

Identify trends, root cause gaps and recommend appropriate preventative solutions to stop bad actors from being successful.

Use call detail records & aggregate traffic data to identify patterns and trends that determine a set list of actions.

Resolve urgent issues impacting businesses, carriers and consumers worldwide.

Use Twilio’s tools and your own investigative powers to detect and prevent non-compliant activity.

Provide support for customers by email, to ensure customers have an excellent experience with Twilio.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

Willingness to work a non-traditional schedule, weekends, holidays and evenings may be required.

You have 1-2 years experience in fraud, abuse or compliance in ecommerce, FinTech, or telecommunications

Experience working in a fast paced, ambiguous environment, with a strong bias for action

You’re empathetic and love working with customers and carriers to solve their problems and questions, backed with data.

You are detail-oriented with good organizational skills and comfortable with ambiguity.

You have above average written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise manner.

You are willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust.

You have good time management and organizational skills and are comfortable working under pressure.

Desired:

Basic knowledge of Zendesk, Airtable, Looker or similar tools

Basic understanding APIs and related technologies

Background in telecommunications is desired.

Location

This role will be based remotely in Colombia.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.