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 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.
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 (Tue-Sat), holidays may be required
- 1-2 years experience in KYC, 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
Desired:
- Basic knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools
- Basic understanding APIs and related technologies
- Background in telecommunications is desired
Location: Remote - Estonia Shift time: Tue-Sat 9am-6pm
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.