Compliance Operations Specialist

• Monitor Twilio voice, SMS, and KYC 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 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
• Provide customer support by email
• Travel occasionally for project or team in-person meetings as required

• Willingness to work a non-traditional Tue-Sat schedule; holidays may be required
• 1-2 years of experience in KYC, 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 willingness to work with customers and carriers to solve problems using 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 players
• Good time-management and organizational skills; comfortable working under pressure
• Basic knowledge of SQL, Looker, Tableau, or similar data extraction and visualization tools
• Basic understanding of APIs and related technologies
• Telecommunications background desired

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