Compliance Operations Specialist 1
Investigates fraud, abuse, and compliance cases across Twilio’s voice, SMS, and email platforms, using traffic data to detect bad actors and prevent non-compliant activity. The role requires 1–2 years of relevant experience, strong communication, customer focus, and schedule flexibility.
About the job
Responsibilities
- Investigate cases quickly and efficiently, analyzing bad-actor behavior and developing expertise in compliance investigations.
- Protect customers and consumers by identifying bad actors, non-compliant activity, and evolving tactics while minimizing false positives.
- Identify trends and root-cause gaps, and recommend preventative solutions.
- Use call detail records and aggregate traffic data to identify patterns and determine appropriate actions.
- Resolve urgent issues affecting businesses, carriers, and consumers worldwide.
- Use investigative tools to detect and prevent non-compliant activity.
- Support customers by email and help ensure an excellent customer experience.
Requirements
- Willingness to work non-traditional schedules, including weekends, holidays, and evenings.
- 1–2 years of experience in fraud, abuse, or compliance within e-commerce, fintech, or telecommunications.
- Experience working in a fast-paced, ambiguous environment with a bias for action.
- Empathy and a customer-focused approach to solving problems using data.
- Strong attention to detail, organization, time management, and ability to work under pressure.
- Above-average written and verbal communication skills.
- Ability to collaborate with communications partners and industry participants to resolve issues, troubleshoot, and build trust.
Nice-to-haves
- Basic knowledge of Zendesk, Airtable, Looker, or similar tools.
- Basic understanding of APIs and related technologies.
- Telecommunications background.
Compensation and benefits
- Benefits include competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program. Offerings vary by location.
- Occasional travel may be required for project or team meetings.
Skills
Fraud Investigations, Compliance Investigations, Abuse Prevention, Data Analysis, Call Detail Records, Zendesk, Airtable, Looker, APIs, Telecommunications
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