Operations Specialist

Summary

Join Twilio as a KYT Operations Specialist and contribute to combating fraud and spam on our communications platform. This full-time remote role based in India requires utilizing Twilio's tools and investigative skills to detect and prevent non-compliant activity. You will analyze text messages, handle customer requests, enforce messaging policies, and contribute to process improvements. The role blends investigative work, data analysis, and technical support. We are seeking a specialist with experience in fraud detection or a related field, strong analytical and communication skills, and a willingness to work a non-traditional schedule. Twilio offers competitive pay and benefits, including generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• Minimum 1+ years of experience in fraud detection, information security, or a related role
• Curiosity and willingness to learn spam and fraud within the Telecommunications industry
• Outstanding verbal and written communication skill in English
• Be able to work regular Pacific Standard Time work hours during training
• Willingness to work a non-traditional schedule; working North America hours, weekends and holidays will be required
• Demonstrate strong ethical values
• Being process oriented with organizational skills
• Strong creativity skills to think like spammers but powered by a drive to shut them down
• Competency with Google suite
• Ability to develop pattern recognition skills
• Strong analytical skills for effective problem solving
• Familiarity with data analysis concepts and tools
• Willingness to work a non-traditional schedule; including weekends, holidays, and evenings as needed. Shift timing: 5:00 AM to 2:00 PM IST, with 2 consecutive days off each week (excluding Saturdays and Sundays). The shift schedule and days off are rotational and may change quarterly based on business requirements. Both shift timings and days off are subject to change depending on business needs

Responsibilities

• Utilize Twilio’s tools and your own investigative powers to detect and prevent non-compliant activity
• Utilize your analytical and project management skills to think as a spammer, find bad actors, and shut them down
• Utilize a combination of manual and automated tools, internal and third-party, to detect patterns, conduct investigations to find the spam, and update our systems to prevent it in the future
• Willingness to work a non-traditional schedule; working North America hours, weekends and holidays will be required
• Analyze text messages reported by customers and carriers in order to determine correct classification (fraud, spam, smishing or valid)
• Handle incoming requests from internal and external customers
• Demonstrate excellent customer service skills when working with internal/external customers
• Read, interpret, follow, and enforce Messaging Policies and Best Practices to protect and preserve Twilio’s Network
• Play an active role supporting continuous process improvements
• Stay up to date with current industry trends and technology as it relates to text messaging spam and fraud
• Help develop future tools to prevent bad accounts getting onto the network

Preferred Qualifications

• You are a natural problem solver, comfortable using data to arrive at decisions and you consistently demonstrate sound business judgment
• Basic knowledge of Zendesk, Airtable, Looker, Service Now or similar tools
• Basic understanding of 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