Compliance Operations Specialist 1

Join the team as our next Compliance Operations Specialist

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although were headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. Were on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and were looking for more builders, creators, and visionaries to help fuel our growth momentum.

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 email, 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 experience in research and investigation skills and enjoys challenging and complex case work.

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.
• Use Twilio s 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.

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
• 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 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 APIs and related technologies
• Background in telecommunications is desired.

Location

This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)