Compliance Operations Specialist

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

📋 Description

• Oversee the utilization of Twilio products, such as voice, SMS, and KYC, to guarantee that traffic on Twilio’s platform is legal, compliant, and desired.

• Ensure that all traffic adheres to Twilio's Voice Policy, Messaging Policy, Acceptable Use policy, and complies with CTIA requirements.

• Collaborate with team members throughout the organization to investigate issues, identify root causes that bad actors exploit, and determine effective solutions to close those gaps.

• Take charge of onboarding new customers and conducting due diligence.

• Address urgent issues that affect businesses, carriers, and consumers globally.

• Work autonomously to resolve customer cases, with management support as necessary.

• Respond to and act upon incoming notifications from carrier partners.

• Effectively handle intermediate to advanced inquiries from customers (both external and internal) in core areas and intermediate inquiries across various domains.

• Troubleshoot and identify resolutions for issues within multiple areas of your team’s responsibility.

• Utilize Twilio’s tools and investigative capabilities to detect and prevent non-compliant activities.

• Provide customer support via email and phone to ensure an exceptional experience with Twilio.

⛳️ Requirements

• A minimum of 3 years of experience in operations, compliance, KYC, fraud, or abuse, ideally in an eCommerce or Telecommunications setting.

• Basic technical skills, including fundamental SQL knowledge and an understanding of APIs and data analytics.

• Willingness to work a non-traditional schedule; availability during weekends, holidays, and evenings may be necessary.

• Empathetic and enthusiastic about collaborating with customers and carriers to resolve their issues and inquiries, supported by data.

• Detail-oriented with strong organizational skills and the ability to navigate ambiguity comfortably.

• Above-average written and verbal communication skills, capable of articulating concepts and ideas clearly and concisely.

• Open to collaborating with communication partners and industry players to troubleshoot issues and build trust.

• Good time management and organizational abilities, with a comfort level working under pressure.

• Familiarity with SQL, Looker, Tableau, or similar data extraction and visualization tools is preferred.

• Understanding of APIs and related technologies is preferred.

• A background in telecommunications is preferred.

🏝️ Benefits

• Competitive pay

• Generous time off

• Ample parental and wellness leave

• Healthcare

• Retirement savings program