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Compliance Operations Specialist
Contract type
Ongoing
Work mode
Remote · Colombia
Experience
3 years
Job description
A Compliance Operations Specialist at Twilio who reviews alerts and account activity for Messaging and Voice traffic to assess compliance with Twilio policies and global telecom regulations, and works with customers to resolve violations.
At a glance
- Work mode
- Remote · Colombia
- Languages
- English
What you'll do
- Review account activity, messaging behavior, and data to identify signs of abuse or misuse, spot red flags and patterns linked to spam or scams, and take quick action to mitigate risk
- Use internal tools and available data to find and shut down non-compliant activity that could negatively impact Twilio's customers or consumers
- Notify customers of policy violations, provide clear guidance on how to fix issues, and sometimes inform them that their access to Twilio is being restricted or terminated, primarily through email via Zendesk
- Recognize recurring themes, identify root causes, and help recommend long-term solutions to keep bad actors off the platform
- Regularly examine call and messaging records to trace activity, identify patterns, and support enforcement decisions with evidence
- Explain policy violations and technical details clearly in writing so customers understand and can act on them
What we're looking for
- 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
- Empathetic and love working with customers and carriers to solve their problems and questions, backed with data
- Detail-oriented with good organizational skills and comfortable with ambiguity
- Above average written and verbal communication skills and able to articulate concepts/ideas in a clear, concise manner
- Willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust
- Ability to make sound decisions in a fast paced environment
- Good time management and organizational skills and comfortable working under pressure
- Excellent written communication skills in English
Nice to have
- Basic knowledge of using spreadsheets including formulas
- 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
Your team
Compliance Operations team
Helps ensure that customer activity on Twilio's platform follows industry rules and Twilio's internal policies.
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
- Support for volunteering and donation efforts
Apply
Direct apply at Twilio
Opens the job posting at Twilio
About Twilio
Shaping the future of communications
Twilio delivers innovative solutions to hundreds of thousands of businesses and empowers millions of developers worldwide to craft personalized customer experiences. It is a remote-first company with a strong culture of connection and global inclusion.
Key facts
- Communications technology
- Remote-first company
- Delivers solutions to hundreds of thousands of businesses
- Empowers millions of developers worldwide
- Uses AI to help make the hiring process efficient; every hiring decision is made by real Twilions
- May ask employees to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings
What they value
- Twilio Magic