Job description
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
See yourself at Twilio
Join the team as our next Compliance Operations Specialist.
About the Job
This position is needed to review alerts/accounts for SMS and voice compliance and determine if activity is in compliance according to Twilio’s Voice Policy, Messaging Policy, Acceptable Use policy and meets CTIA and TCPA requirements.
At Twilio, our mission is to power the future of communications. We believe that communication should be at the heart of every product and customer experience. Unfortunately, communications can also be misused by bad actors who attempt to game the system for nefarious purposes. We are looking for someone that is passionate about preventing fraud and abuse. The ideal candidate has strong research and investigation skills and enjoys challenging and complex case work.
Responsibilities:
In this role, you’ll:
- 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.
Qualifications:
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
- 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.
Desired:
- 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.
Location:
This role will be based in our Bogota, Colombia (remote position).
What We Offer:
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected].
