See yourself at Twilio

Join the team as our next Compliance Operations Specialist L2

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

At Twilio, our mission is to power the future of communications. We believe that communication should be at the heart of every product and customer experience. In this role you will be monitoring the use of Twilio products, voice, SMS and email, to ensure that the traffic on Twilio’s platform is legal, compliant, and wanted. To do this you will also ensure that all traffic is following Twilio’s Voice Policy, Messaging Policy, Acceptable Use policy and meets CTIA requirements. We are looking for someone that is passionate about preventing fraud and abuse. The ideal candidate has some intermediate to advanced research and investigation skills and enjoys challenging and complex case work. 

Responsibilities

In this role, you’ll:

• Use Twilio’s tools and your own investigative powers to detect and prevent non-compliant activity.
• 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. 
• Work independently to troubleshoot and resolve issues across multiple areas in your team's domain.
• Provide support for customers compliance questions by email, and phone, to ensure customers have an excellent experience with Twilio while adhering to compliance regulations globally.
• Work with team members across the organization and globally to investigate issues, determine root cause gaps that bad actors exploit and determine how best to close those gaps. 

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• Willingness to work a non-traditional schedule; one weekend,some  holidays and potentially a few hours in the evening may be required
• You have 3+ years of experience working cases in the operations, compliance, fraud or abuse space, preferably within an eCommerce or Telecommunications organization.
• You have basic technical computer skills including basic Excel formula knowledge and sheet formatting
• Basic data analytics skills.
• You’re empathetic and love working with customers and Twilio partners to solve their problems and questions, backed with data. 
• You are detail-oriented with great organizational skills and comfortable with ambiguity.
• You have above average written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise manner.  
• You are willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust.
• You have good time management and organizational skills and are comfortable working under pressure. 

Desired:

• Has knowledge of Looker, Tableau or similar data extraction and data visualization tools. 
• Previous experience conversing with customers on calls to explain compliance requirements.
• Background in telecommunications is desired.

Location 

This role will be remote in Colombia.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.