Compliance Operations Specialist P1

Job Description

Who we are

At Twilio, were 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, youre part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, were 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 Twilios next Compliance Operations Specialist L1.

About the job

This position is needed to monitor the use of Twilio products, voice, SMS and email, to ensure that the traffic on Twilios platform is legal, compliant, and wanted. To do this, you will also ensure that all traffic is following Twilios 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 experience in research and investigation skills and enjoys challenging and complex case work.

Responsibilities

In this role, youll:

• 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.
• Take 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.
• Use Twilios tools and your own investigative powers to detect and prevent non-compliant activity.
• Provide support for customers by email, to ensure customers have an excellent experience with Twilio.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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 1-2 years experience in fraud, abuse or compliance in ecommerce, FinTech, or telecommunications.
• Experience working in a fast-paced, ambiguous environment, with a strong bias for action.
• Youre 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 good time management and organizational skills and are comfortable working under pressure.

Desired:

• Basic knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools.
• Basic understanding of APIs and related technologies.
• Background in telecommunications is desired.

Location

This role will be remote, and based in India (Karnataka, Maharashtra, Telangana, Tamil Nadu OR New Delhi)

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, 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.

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