Description
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.
As a Compliance Operations Specialist 1, 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. You will also ensure that all traffic is following Twilio's Voice Policy, Messaging Policy, Acceptable Use policy and meets CTIA requirements.
Responsibilities:
- 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
- Take 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:
- Willingness to work a non-traditional schedule, weekends, holidays and evenings may be required
- 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
- Empathetic and love working with customers and carriers to solve their problems and questions, backed with data
- Detail-oriented with good organizational skills and comfortable with ambiguity
- Above average written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise manner
- Willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust
- Good time management and organizational skills and are comfortable working under pressure
Location: Remote - Colombia
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.