Compliance Operations Specialist

About the role

The Compliance Operations Specialist will monitor the use of Twilio products, including voice, SMS, and KYC, to ensure platform traffic is legal, compliant, and wanted. This role involves investigating cases, identifying bad actor behavior, and ensuring adherence to company policies and industry requirements. The specialist will work to prevent fraud and abuse while providing support to customers and carriers.

Responsibilities

• 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.

Required skills

• KYC
• Fraud investigation
• Compliance
• Data analysis
• Written communication
• Verbal communication

Nice to have

• SQL
• Looker
• Tableau
• APIs
• Telecommunications

Qualifications

• 1-2 years experience in KYC, fraud, abuse or compliance in ecommerce, FinTech, or telecommunications

Benefits

• Competitive pay
• Generous time off
• Parental leave
• Wellness leave
• Healthcare
• Retirement savings program

About the Company

Twilio is shaping the future of communications by delivering innovative solutions to businesses and empowering developers worldwide to craft personalized customer experiences. The company is remote-first and fosters a culture of connection and global inclusion.