Compliance Operations Specialist

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.Founded in 2008, Twilio has over 5,000 employees in 26 offices in 17 countries and counting, with headquarters in San Francisco and other offices in Atlanta, Bangalore, Berlin, Bogotá, Denver, Dublin, Paris, Prague, Hong Kong, Irvine, London, Madrid, Munich, Malmö, Mountain View, Redwood City, New York City, São Paulo, Sydney, Melbourne, Singapore, Tallinn, and Tokyo.

📋 Description

• Monitor the use of Twilio products, voice, SMS and KYC, to ensure that traffic on Twilio’s platform is legal, compliant, and wanted. • Ensure all traffic is following Twilio's Voice Policy, Messaging Policy, Acceptable Use policy and meets CTIA requirements. • Work with team members across the organization to investigate issues, determine root cause gaps that bad actors exploit and determine how best to close those gaps. • Be responsible for onboarding new customers and perform due diligence. • Resolve urgent issues impacting businesses, carriers and consumers worldwide. • Work independently to solve customer cases (with support from management, as needed). • Respond to and action incoming carrier partner notifications. • Effectively respond to intermediate to advanced questions from customers (external and internal) in core areas and intermediate questions across multiple areas. • Troubleshoot/determine resolution for issues across multiple areas in your team's domain. • Use Twilio’s tools and investigative powers to detect and prevent non-compliant activity. • Provide support for customers by email, and phone, to ensure customers have an excellent experience with Twilio.

🎯 Requirements

• 3+ years of experience working cases in the operations, compliance, KYC, fraud or abuse space, preferably within an eCommerce or Telecommunications organization. • Basic technical skills including basic SQL and an understanding of APIs and data analytics. • Willingness to work a non-traditional schedule; weekends, holidays and evenings may be required. • Empathetic and love working with customers and carriers to solve their problems and questions, backed with data. • Detail-oriented with great 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. • Good time management and organizational skills and comfortable working under pressure. • Knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools is desired. • Understanding APIs and related technologies is desired. • Background in telecommunications is desired.

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program