Operations Specialist

Summary

Join Twilio as a KYT Operations Specialist and help combat fraud and spam on our communications platform. This full-time remote role based in India requires expertise in fraud detection and prevention. You will investigate fraudulent activities, develop anti-fraud strategies, train junior team members, and collaborate with various teams. The role demands strong analytical skills, experience with fraud detection tools, and excellent communication abilities. Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• Bachelor's degree in Information Security, Computer Science, or a related field
• Minimum 3-4 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
• 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

• Be a subject matter expert in fraud, spam and abuse types 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 holidays will be required

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