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Twilio is seeking a Compliance Operations Specialist 1 to join its trust and safety team. In this role, you will monitor the use of Twilio's communications platform (voice, SMS, email) to ensure all traffic is legal, compliant, and wanted. You'll investigate cases of fraud and abuse, enforce Twilio's Voice Policy, Messaging Policy, and Acceptable Use Policy, and ensure compliance with CTIA requirements.
Key responsibilities include:
- Investigate cases quickly and efficiently, performing analysis to understand bad actor behavior and becoming a subject matter expert in compliance investigations
- Protect Twilio customers and consumers by identifying bad actors, non-compliant activity, and evolving tactics; take daily action to stop abuse while minimizing false positives
- Identify trends and root cause gaps, recommending preventative solutions to stop bad actors
- Use call detail records and aggregate traffic data to identify patterns and trends
- Resolve urgent issues impacting businesses, carriers, and consumers worldwide
- Detect and prevent non-compliant activity using Twilio's tools and investigative skills
- Provide customer support via email to ensure excellent customer experience
This is a remote role based in Colombia. You may be required to travel occasionally for team meetings or customer engagements, and you must be willing to work non-traditional schedules including weekends, holidays, and evenings.
Requirements:
- 1-2 years of experience in fraud, abuse, or compliance in ecommerce, FinTech, or telecommunications
- Experience working in fast-paced, ambiguous environments with a strong bias for action
- Empathetic approach to working with customers and carriers; ability to back solutions with data
- Detail-oriented with strong 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 to resolve issues and build trust
- Strong time management and ability to work under pressure
Desired qualifications:
- Basic knowledge of Zendesk, Airtable, Looker, or similar tools
- Basic understanding of APIs and related technologies
- Background in telecommunications
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
