Compliance Operations Specialist

Role Overview

• Investigate potential violations: Review account activity, messaging behavior, and data to identify signs of abuse or misuse. You'll be trained to spot red flags and patterns linked to spam or scams, and take quick action to mitigate risk.
• Stop bad actors before they cause harm: You'll use internal tools and available data to find and shut down non-compliant activity that could negatively impact Twilio’s customers or consumers who receive unwanted calls or texts.
• Communicate directly with customers: A major part of the job is customer-facing, primarily through email via our ticketing platform Zendesk. You'll notify customers of policy violations, provide them with clear guidance on how to fix issues, and sometimes inform them that their access to Twilio is being restricted or terminated.
• Analyze trends and prevent future abuse: Go beyond individual cases by recognizing recurring themes, identifying root causes, and helping recommend long-term solutions to keep bad actors off the platform.
• Work with data: You’ll regularly examine call and messaging records to trace activity, identify patterns, and support enforcement decisions with evidence.
• Support global impact: The work you do directly affects businesses, mobile carriers, and end users around the world. Your decisions may impact high-profile brands and millions of consumers globally.
• Prioritize clarity and accuracy: Because most communication is written, especially through email, you’ll need strong writing skills to explain policy violations and technical details in a way that customers understand and can act on.

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.
• 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.

Tech Stack

• Go

Benefits

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