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 complex cases, identifying bad actor behavior, and recommending preventative solutions to maintain platform integrity. The specialist will also provide support to customers to ensure an excellent experience while adhering to internal policies and industry requirements.

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 prevention
• Compliance
• Data analysis
• Investigation
• Communication

Nice to have

• SQL
• Looker
• Tableau
• APIs

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 a company shaping the future of communications by delivering innovative solutions to businesses and empowering developers worldwide. They operate with a remote-first culture and a focus on global inclusion.