Description
At Twilio, we're shaping the future of communications. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
As a Compliance Operations Specialist, you will monitor the use of Twilio products, such as voice, SMS, and KYC, to ensure that the traffic on Twilio's platform is legal, compliant, and wanted. You will also ensure that all traffic follows Twilio's Voice Policy, Messaging Policy, Acceptable Use policy, and meets CTIA requirements.
Responsibilities:
- Investigate issues with team members to determine root cause gaps that bad actors exploit and find ways to close those gaps.
- Onboard 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 in core areas and intermediate questions across multiple areas.
- Troubleshoot and determine resolutions for issues across multiple areas in your team's domain.
- Use Twilio's tools and investigative powers to detect and prevent non-compliant activity.
- Provide support for customers by email and phone to ensure an excellent experience with Twilio.
Qualifications:
- 3+ years of experience working cases in operations, compliance, KYC, fraud, or abuse space, preferably within an eCommerce or Telecommunications organization.
- Basic technical skills including basic SQL and an understanding of APIs and data analytics.
- Empathetic with great customer service skills.
- Detail-oriented with great organizational skills and comfortable with ambiguity.
- Above-average written and verbal communication skills.
- Willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust.
- Good time management and organizational skills, comfortable working under pressure.
Location: Remote - Estonia
Travel: Occasional travel may be required to participate in project or team in-person meetings.
What We Offer: Competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.