Compliance Operations Specialist 1

Summary

Join Twilio as a Compliance Operations Specialist and contribute to a company that empowers real-time business communications. You will monitor Twilio product usage (voice, SMS, email) to ensure legal and compliant traffic, adhering to Twilio's policies and CTIA requirements. This role involves investigating cases, identifying bad actors, and recommending preventative solutions. You will leverage data analysis to identify trends and resolve urgent issues impacting businesses and consumers globally. The ideal candidate possesses experience in fraud, abuse, or compliance within relevant industries and excels in fast-paced environments. Twilio offers competitive pay and benefits, including generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• Willingness to work a non-traditional schedule; 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 SQL, Looker, Tableau or similar data extraction and data visualization tools
• Basic understanding APIs and related technologies
• Background in telecommunications is desired

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program
• Health care insurance
• 401(k) retirement account
• Paid sick time
• Paid personal time off
• Paid parental leave