Twilio - Compliance Operations Specialist
Requirements
• Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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 • You have 3+ years of experience working cases in the operations, compliance, KYC, fraud or abuse space, preferably within an eCommerce or Telecommunications organization. • You have basic technical skills including basic SQL and an understanding of APIs and data analytics. • You’re empathetic and love working with customers and carriers to solve their problems and questions, backed with data. • You are detail-oriented with great 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: • Has knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools • Understanding APIs and related technologies • Background in telecommunications is desired. • Location • This role will be remote, and based in Estonia. • 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
• Work with team members across the organization to investigate issues, determine root cause gaps that bad actors exploit and determine how best to close those gaps. • Be responsible for onboarding new customers and perform due diligence. • Resolve urgent issues impacting businesses, carriers and consumers worldwide. • Work independently to solve customer cases (with support from management, as needed) • Respond to and action incoming carrier partner notifications. • Effectively respond to intermediate to advanced questions from customers (external and internal) in core areas and intermediate questions across multiple areas. • Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain. • Use Twilio’s tools and your own investigative powers to detect and prevent non-compliant activity. • Provide support for customers by email, and phone, to ensure customers have an excellent experience with Twilio.
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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