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Twilio is seeking a Compliance Operations Specialist 1 to join its remote-first team based in Colombia. In this role, you will monitor the use of Twilio's communications products (voice, SMS, email) to ensure all traffic on the platform is legal, compliant, and wanted. You will investigate cases involving fraud and abuse, analyze bad actor behavior, and work to prevent non-compliant activity while minimizing false positives.
Key responsibilities include:
- Investigating cases quickly and efficiently to understand bad actor behavior and becoming a subject matter expert in compliance investigations
- Protecting Twilio customers and consumers through ongoing identification of bad actors and non-compliant activity
- Identifying trends, root cause gaps, and recommending preventative solutions
- Using call detail records and aggregate traffic data to identify patterns and determine appropriate actions
- Resolving urgent issues impacting businesses, carriers, and consumers worldwide
- Detecting and preventing non-compliant activity using Twilio's tools and investigative skills
- Providing customer support via email to ensure excellent customer experience
You will work in a fast-paced, ambiguous environment with a strong bias for action. The role requires willingness to work non-traditional schedules, including weekends, holidays, and evenings. Occasional travel may be required for team meetings and customer engagement.
Twilio is a remote-first company with a strong culture of global inclusion. The company powers communications for hundreds of thousands of businesses and millions of developers worldwide.
Requirements:
- 1-2 years of experience in fraud, abuse, or compliance in ecommerce, FinTech, or telecommunications
- Willingness to work non-traditional schedules (weekends, holidays, evenings)
- Experience working in fast-paced, ambiguous environments with strong bias for action
- Empathetic approach to working with customers and carriers, backed by data
- Detail-oriented with good organizational skills and comfort with ambiguity
- Above-average written and verbal communication skills; ability to articulate concepts clearly and concisely
- Willingness to collaborate with communications partners and industry players
- Good time management and organizational skills; comfortable working under pressure
Desired qualifications:
- Basic knowledge of Zendesk, Airtable, Looker, or similar tools
- Basic understanding of APIs and related technologies
- Background in telecommunications
