Compliance Operations Specialist 1

Summary

Join Twilio as a Compliance Operations Specialist to review alerts and accounts for SMS and voice compliance, ensuring activity aligns with Twilio's policies and regulatory requirements. Investigate cases, identify bad actors, and analyze their behavior to protect Twilio customers and consumers. Identify trends, recommend preventative solutions, and resolve urgent issues impacting businesses and carriers globally. This role requires strong research and investigation skills, excellent communication, and the ability to work in a fast-paced environment. The position is remote and based in Bogota, Colombia. 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
• 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 the ability to make sound decisions in a fast paced environment
• You have good time management and organizational skills and are comfortable working under pressure
• Basic math skills

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

Preferred Qualifications

• Basic knowledge of using spreadsheets including formulas
• Have 1-2 years experience in fraud, abuse or compliance in ecommerce, FinTech, or telecommunications
• 1-2 years experience working in a queue based environment triaging and resolving tickets

Benefits

• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program