KYT Operations Specialist 2

Summary

Join Twilio's team as a Know Your Traffic (KYT) Operations Specialist and contribute to combating fraud and spam on the platform. This full-time remote role based in Brazil involves working through inquiries, monitoring traffic, and acting as a subject matter expert in messaging fraud. You will develop and implement anti-fraud strategies, conduct investigations, provide training, manage escalations, and collaborate with cross-functional teams. The role requires fluency in Portuguese and English, 3-5 years of experience in fraud detection, strong analytical skills, and excellent communication abilities. The work schedule involves North America hours, including weekends and rotating holidays. Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• *Required: Business fluency in both Portuguese and English
• 3-5 years of experience in fraud detection, information security, or a related role
• Strong analytical skills and the ability to interpret complex data sets
• Experience with fraud detection tools and technologies
• Excellent communication and collaboration skills
• Ability to work independently and manage multiple tasks effectively
• Competency with Google suite
• Clear demonstration of pattern recognition skills
• Ability to conduct “deep dive” investigations with little to no supervision

Responsibilities

• Work through inquiries from both internal stakeholders and customers via a ticketing system
• Monitoring traffic via live dashboard monitoring
• Be a subject matter expert in messaging fraud, spam, and abuse as well as bad actor behavior
• Be able to connect the dots across multiple products, workflows, and fraud/abuse/compliance case types
• Develop and implement anti-fraud strategies and best practices to protect our platforms and customers
• Conduct thorough investigations of suspected fraudulent activities and provide detailed reports on findings
• Provide training and guidance to junior team members on fraud detection and prevention techniques
• Manage escalations at both customer and executive levels
• Collaborate with customer-facing teams to enhance their ability to respond effectively to customer inquiries
• Facilitate cross-functional collaboration and recognizes gaps in controls and processes, escalating them to the manager
• Be required to participate in "On Call" shifts to deliver operational support and ensure coverage
• Read, interpret, follow, and enforce Messaging Policies and Best Practices to protect and preserve Twilio’s Network
• Willingness to work a non-traditional schedule; working North America hours, weekends, and rotating holidays will be required

Preferred Qualifications

• Bachelor's degree in Information Security, Computer Science, or a related field
• Familiarity with telecom fraud scenarios and anti-fraud practices

Benefits

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