Compliance Operations Specialist

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

📋 Description

• Oversee the usage of Twilio's voice, SMS, and email products to ensure that platform traffic is legal, compliant, and desired.

• Ensure that traffic adheres to Twilio's Voice Policy, Messaging Policy, Acceptable Use Policy, and CTIA regulations.

• Conduct swift and efficient investigations into cases while analyzing the behavior of bad actors.

• Identify bad actors, non-compliant activities, and evolving tactics, taking daily actions to minimize false positives.

• Recognize trends and underlying gaps, and propose preventative measures.

• Utilize call detail records and aggregated traffic data to spot patterns and determine necessary actions.

• Address urgent issues impacting businesses, carriers, and consumers on a global scale.

• Employ Twilio tools and investigative techniques to identify and prevent non-compliant activities.

• Assist customers via email to ensure an outstanding experience with Twilio.

⛳️ Requirements

• Availability to work a non-traditional schedule, including weekends, holidays, and evenings as needed.

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

• Experience in a fast-paced, ambiguous environment with a strong inclination for action.

• Empathetic and customer- and carrier-focused problem solving supported by data.

• Detail-oriented with strong organizational abilities and comfort with ambiguity.

• Above-average skills in written and verbal communication.

• Capability to express concepts and ideas clearly and succinctly.

• Willingness to collaborate with communications partners and industry stakeholders.

• Strong time management and organizational skills.

• Ability to perform under pressure.

• Basic familiarity with Zendesk, Airtable, Looker, or similar tools.

• Fundamental understanding of APIs and related technologies.

• A background in telecommunications is preferred.

🏝️ Benefits

• Competitive compensation.

• Generous paid time off.

• Significant parental and wellness leave.

• Healthcare benefits.

• Retirement savings program.

• Support for volunteering and donations through Twilio community initiatives.

• Remote-first work arrangement.

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