Twilio - Compliance Operations Specialist 1
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Requirements
• 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! • Willingness to work a non-traditional schedule; weekends, holidays and evenings may be required • 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 the ability to make sound decisions in a fast paced environment. • You have good time management and organizational skills and are comfortable working under pressure. • Basic math skills. • Desired: • Basic knowledge of using spreadsheets including formulas. • Have 1-2 years experience in fraud, abuse or compliance in ecommerce, FinTech, or telecommunications. • 1-2 years experience working in a queue based environment triaging and resolving tickets. • 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.
Responsibilities
• Investigate potential violations: Review account activity, messaging behavior, and data to identify signs of abuse or misuse. You'll be trained to spot red flags and patterns linked to spam or scams, and take quick action to mitigate risk. • Investigate potential violations: • Stop bad actors before they cause harm: You'll use internal tools and available data to find and shut down non-compliant activity that could negatively impact Twilio’s customers or consumers who receive unwanted calls or texts. • Stop bad actors before they cause harm: • Communicate directly with customers: A major part of the job is customer-facing, primarily through email via our ticketing platform Zendesk. You'll notify customers of policy violations, provide them with clear guidance on how to fix issues, and sometimes inform them that their access to Twilio is being restricted or terminated. • Communicate directly with customers: • Analyze trends and prevent future abuse: Go beyond individual cases by recognizing recurring themes, identifying root causes, and helping recommend long-term solutions to keep bad actors off the platform. • Analyze trends and prevent future abuse: • Work with data: You’ll regularly examine call and messaging records to trace activity, identify patterns, and support enforcement decisions with evidence. • Work with data: • Support global impact: The work you do directly affects businesses, mobile carriers, and end users around the world. Your decisions may impact high-profile brands and millions of consumers globally. • Support global impact: • Prioritize clarity and accuracy: Because most communication is written, especially through email, you’ll need strong writing skills to explain policy violations and technical details in a way that customers understand and can act on. • Prioritize clarity and accuracy:
Benefits
• 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. • So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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