Compliance Operations Specialist

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Assess account activities, messaging patterns, and data to detect abuse, misuse, spam, scams, and other potential infractions.

• Utilize internal tools and available data to eliminate non-compliant activities and reduce risk.

• Interact with customers mainly through Zendesk email tickets regarding policy breaches and corrective measures.

• Assist customers in finding compliant solutions and inform them when their access is restricted or terminated.

• Evaluate recurring patterns, identify underlying causes, and suggest long-term solutions for abuse prevention.

• Review call and messaging records to track activities, recognize patterns, and support enforcement decisions.

• Address issues and foster trust with customers, carriers, communication partners, and industry stakeholders.

• Clearly and accurately explain policy violations and technical details in writing.

• Ensure compliance with Twilio policies and international regulatory standards across carrier networks.

⛳️ Requirements

• Openness to working a non-traditional schedule; weekends, holidays, and evenings may be necessary.

• Background in a fast-paced, ambiguous environment with a strong inclination towards action.

• Empathy and the capability to collaborate with customers and carriers to resolve issues using data.

• Detail-oriented with strong organizational skills and comfort in ambiguous situations.

• Above-average written and verbal communication capabilities.

• Ability to clearly and concisely articulate concepts and ideas.

• Willingness to work collaboratively with communication partners and industry stakeholders.

• Capacity to make informed decisions in a fast-paced environment.

• Strong time management and organizational skills; able to perform well under pressure.

• Excellent written communication skills in English.

• Basic understanding of spreadsheets, including formulas (preferred).

• 1–2 years of experience in fraud, abuse, or compliance within ecommerce, FinTech, or telecommunications (preferred).

• 1–2 years of experience in a queue-based setting managing and resolving tickets (preferred).

🏝️ Benefits

• Competitive salary.

• Generous time off policy.

• Comprehensive parental and wellness leave.

• Healthcare benefits.

• Retirement savings plan.

• Opportunities to engage in volunteering and donation initiatives.

• Remote-first work environment.

• Occasional travel for project or team in-person meetings.