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Compliance Operations Specialist 1

2 hours, 28 minutes ago
Colombia
Full-time
Junior
Operations Specialist
Customer and Technical Support
E-commerce Twilio
Apply Now
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008
View All Jobs 118

Description

  • Investigate account activity, messaging behavior, and related data to identify potential policy violations, abuse, or misuse.
  • Review alerts and account activity for Messaging and Voice traffic against Twilio policies and relevant regulatory requirements.
  • Communicate directly with customers via Zendesk to explain violations, provide remediation guidance, and issue enforcement notifications when needed.
  • Take enforcement action to stop non-compliant activity from continuing on Twilio’s platform.
  • Analyze recurring trends and root causes to help prevent future abuse and improve long-term enforcement outcomes.
  • Examine call and messaging records to trace activity, identify patterns, and support decisions with evidence.
  • Collaborate with communications partners and industry participants to resolve issues, troubleshoot, and build trust.
  • Make informed, sound decisions in ambiguous and fast-paced situations.
  • Maintain clear, accurate written communication for policy and technical explanations to customers.

Requirements

  • Willingness to work a non-traditional schedule, including weekends, holidays, and evenings.
  • Experience working in a fast-paced, ambiguous environment with a strong bias for action.
  • Empathy and comfort working with customers and carriers to solve problems using data.
  • Detail-oriented with strong organizational skills and comfort working under ambiguity.
  • Above-average written and verbal communication skills with the ability to explain ideas clearly and concisely.
  • Ability to make sound decisions in a fast-paced environment.
  • Good time management skills and ability to work under pressure.
  • Basic math skills.
  • Basic knowledge of spreadsheets, including formulas, is preferred.
  • 1-2 years of experience in fraud, abuse, or compliance in ecommerce, FinTech, or telecommunications is preferred.
  • 1-2 years of experience working in a queue-based environment triaging and resolving tickets is preferred.
  • Remote work based in Colombia.
  • Occasional travel may be required for project or team in-person meetings.

Benefits

  • Competitive pay.
  • Generous time off.
  • Ample parental leave.
  • Wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Remote-first work environment.
  • Support for volunteering and donation efforts.

Interested in this position?

Apply directly on the company website

Apply Now

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