Compliance Operations Specialist

• Stop bad actors before they cause harm: You'll use internal tools and available data to find and shut down non-compliant activity that could negatively impact Twilio’s customers or consumers who receive unwanted calls or texts.

• Communicate directly with customers: A major part of the job is customer-facing, primarily through email via our ticketing platform Zendesk. You'll notify customers of policy violations, provide them with clear guidance on how to fix issues, and sometimes inform them that their access to Twilio is being restricted or terminated.

• Analyze trends and prevent future abuse: Go beyond individual cases by recognizing recurring themes, identifying root causes, and helping recommend long-term solutions to keep bad actors off the platform.

• Work with data: You’ll regularly examine call and messaging records to trace activity, identify patterns, and support enforcement decisions with evidence.

• Support global impact: The work you do directly affects businesses, mobile carriers, and end users around the world. Your decisions may impact high-profile brands and millions of consumers globally.

• Prioritize clarity and accuracy: Because most communication is written, especially through email, you’ll need strong writing skills to explain policy violations and technical details in a way that customers understand and can act on.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• Willingness to work a non-traditional schedule; weekends, holidays and evenings may be required

• Experience working in a fast paced, ambiguous environment, with a strong bias for action

• You’re empathetic and love working with customers and carriers to solve their problems and questions, backed with data

• You are detail-oriented with good organizational skills and comfortable with ambiguity

• You have above average written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise manner

• You are willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust

• You have the ability to make sound decisions in a fast paced environment

• You have good time management and organizational skills and are comfortable working under pressure

• Excellent written communication skills in English

Desired:

• Basic knowledge of using spreadsheets including formulas.

• Have 1-2 years experience in fraud, abuse or compliance in ecommerce, FinTech, or telecommunications.

• 1-2 years experience working in a queue based environment triaging and resolving tickets.

Location

This role will be remote, and based in Colombia.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic . Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.