Compliance Operations Specialist 1

See yourself at Twilio

Join the team as our next Compliance Operations Specialist L1 

Who we are & why we’re hiring

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

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're 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 we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

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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.

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 (6:30pm IST to 3:30am IST); 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 Zendesk, Airtable, Looker or similar tools


• Basic understanding APIs and related technologies


• Background in telecommunications is desired. 

Location 

This role will be remotely based in India - Karnataka, Telangana, Tamil Nadu, Maharashtra and Delhi.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. 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]