Compliance Operations Specialist

About this role

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.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as Twilio’s next Compliance Operations Specialist.

About the job

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. In this role you will be monitoring the use of Twilio products, voice, SMS and KYC, to ensure that the traffic on Twilio’s platform is legal, compliant, and wanted. To do this you will also ensure that all traffic is following Twilio's Voice Policy, Messaging Policy, Acceptable Use policy and meets CTIA requirements. We are looking for someone that is passionate about preventing fraud and abuse. The ideal candidate has some intermediate to advanced research and investigation skills and enjoys challenging and complex case work.

Responsibilities

In this role, you’ll:

• Work with team members across the organization to investigate issues, determine root cause gaps that bad actors exploit and determine how best to close those gaps.

• Be responsible for onboarding new customers and perform due diligence.

• Resolve urgent issues impacting businesses, carriers and consumers worldwide.

• Work independently to solve customer cases (with support from management, as needed)

• Respond to and action incoming carrier partner notifications.

• Effectively respond to intermediate to advanced questions from customers (external and internal) in core areas and intermediate questions across multiple areas.

• Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain.

• Use Twilio’s tools and your own investigative powers to detect and prevent non-compliant activity.

• Provide support for customers by email, and phone, to ensure customers have an excellent experience with Twilio.

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

• You have 3+ years of experience working cases in the operations, compliance, KYC, fraud or abuse space, preferably within an eCommerce or Telecommunications organization.

• You have basic technical skills including basic SQL and an understanding of APIs and data analytics.

• You’re empathetic and love working with customers and carriers to solve their problems and questions, backed with data.

• You are detail-oriented with great 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 good time management and organizational skills and are comfortable working under pressure.

Desired:

• Has knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools

• Understanding APIs and related technologies

• Background in…