Compliance Operations Specialist 1

Summary

Join Twilio as a Compliance Operations Specialist L1 and contribute to a global team dedicated to ensuring the legal and compliant use of Twilio's communication platforms. You will investigate cases of fraud and abuse, analyze traffic data, identify trends, and recommend preventative solutions. This role requires experience in fraud, abuse, or compliance within relevant industries and strong analytical and communication skills. The position involves working a non-traditional schedule and collaborating with internal and external partners. The role is remote, based in specific regions of India. Twilio is committed to diversity and inclusion and provides reasonable accommodations for qualified individuals with disabilities.

Requirements

• Willingness to work a non-traditional schedule (6:30pm IST to 3:30am IST); weekends, holidays and evenings may be required
• You have 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
• 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 good time management and organizational skills and are comfortable working under pressure

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 - taking 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

Preferred Qualifications

• Basic knowledge of Zendesk, Airtable, Looker or similar tools
• Basic understanding APIs and related technologies
• Background in telecommunications is desired

Benefits

Reasonable accommodations for qualified individuals with disabilities