Compliance Operations Specialist

• Monitor Twilio voice, SMS, and email product usage to ensure platform traffic is legal, compliant, and wanted
• Ensure traffic follows Twilio’s Voice Policy, Messaging Policy, Acceptable Use Policy, and CTIA requirements
• Investigate cases quickly and efficiently and analyze bad actor behavior
• Identify bad actors, non-compliant activity, and evolving tactics, taking daily action while minimizing false positives
• Identify trends and root-cause gaps and recommend preventative solutions
• Use call detail records and aggregate traffic data to identify patterns and determine actions
• Resolve urgent issues affecting businesses, carriers, and consumers worldwide
• Use Twilio tools and investigative methods to detect and prevent non-compliant activity
• Support customers by email and help ensure an excellent Twilio experience

• Willingness to work a non-traditional schedule, including weekends, holidays, and evenings as required
• 1–2 years of experience in fraud, abuse, or compliance in ecommerce, FinTech, or telecommunications
• Experience working in a fast-paced, ambiguous environment with a strong bias for action
• Empathy and customer- and carrier-focused problem solving backed by data
• Detail-oriented with good organizational skills and comfort with ambiguity
• Above-average written and verbal communication skills
• Ability to articulate concepts and ideas clearly and concisely
• Willingness to collaborate with communications partners and industry participants
• Good time management and organizational skills
• Ability to work under pressure
• Basic knowledge of Zendesk, Airtable, Looker, or similar tools
• Basic understanding of APIs and related technologies
• Background in telecommunications is desired

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Volunteering and donation support through Twilio community initiatives
• Remote-first work arrangement
• Occasional travel opportunities for project or team in-person meetings