合规运营专员
Compliance Operations Specialist
我们是谁
在Twilio，我们正在塑造通信的未来，一切都在家中的舒适环境中进行。我们为数十万家企业提供创新解决方案，并赋能全球数百万开发者打造个性化的客户体验。
我们致力于远程优先的工作方式，以及强调连接和全球包容的文化，这意味着无论你身处何地，你都是一个充满活力的团队的一部分，这个团队拥有多样化的经验，每天都在产生全球影响。随着我们继续革新世界互动的方式，我们不断学习新技能和经验，让工作真正令人满意。你的职业发展掌握在自己手中。
招聘与我们的工作方式
我们使用人工智能（AI）来帮助提高招聘流程的效率。但请注意，每个招聘决定都是由真正的Twilions做出的！
此外，虽然我们是一家以远程为主的工作公司，但你可能会被要求不定期亲自到场参加团队聚会、部门会议或客户会议。
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在Twilio看到自己
加入我们，成为Twilio的下一位合规运营专员。
职位简介
在Twilio，我们的使命是推动通信的未来。我们认为，沟通应成为每个产品和客户体验的核心。在这个职位中，你将监控Twilio产品的使用情况，包括语音、短信和KYC，以确保Twilio平台上的流量合法、合规且受欢迎。为此，你还将确保所有流量遵循Twilio的语音政策、消息政策、可接受使用政策，并符合CTIA的要求。我们寻找一位热衷于防止欺诈和滥用的人。理想的候选人具备中级到高级的研究和调查技能，并享受具有挑战性和复杂性的案件工作。
职责
在这个职位中，你将：
- 快速高效地调查案件，进行分析以了解恶意行为者的活动，并表现出学习并成为合规调查领域专家的意愿
- 通过持续识别恶意行为者、不合规行为和不断变化的策略来保护Twilio的客户和消费者——每天采取行动阻止恶意行为者/活动，同时尽量减少误报
- 识别趋势、根本原因缺口，并推荐适当的预防性解决方案，以阻止恶意行为者取得成功
- 使用通话详细记录和聚合流量数据来识别模式和趋势，从而确定一系列行动方案
- 解决复杂问题，与跨职能团队合作，确保及时处理高优先级案件
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Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
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Hiring and how we work
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
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See yourself at Twilio
Join the team as Twilio’s next Compliance Operations Specialist.
About the job
At Twilio, our mission is to power the future of communications. We believe that communication should be at the heart of every product and customer experience. In this role you will be monitoring the use of Twilio products, voice, SMS and KYC, to ensure that the traffic on Twilio’s platform is legal, compliant, and wanted. To do this you will also ensure that all traffic is following Tiwlio’s Voice Policy, Messaging Policy, Acceptable Use policy and meets CTIA requirements. We are looking for someone that is passionate about preventing fraud and abuse. The ideal candidate has some intermediate to advanced research and investigation skills and enjoys challenging and complex case work.
Responsibilities
In this role, you’ll:
- Investigate cases quickly and efficiently, perform analysis to understand bad actor behavior and demonstrate willingness to learn and become a subject matter expert in compliance investigations
- Protect Twilio customers and consumers through ongoing identification of bad actors, non-compliant activity and evolving tactics - taking action daily to stop bad actors/ activity while minimizing false positives.
- Identify trends, root cause gaps and recommend appropriate preventative solutions to stop bad actors from being successful.
- Use call detail records & aggregate traffic data to identify patterns and trends that determine a set list of actions.
- Resolve urgent issues impacting businesses, carriers and consumers worldwide.
- Use Twilio’s tools and your own investigative powers to detect and prevent non-compliant activity.
- Provide support for customers by email, to ensure customers have an excellent experience with Twilio.
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 (Tue-Sat), holidays may be required
- You have 1-2 years experience in KYC, fraud, abuse or compliance in ecommerce, FinTech, or telecommunications
- 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 good time management and organizational skills and are comfortable working under pressure.
Desired:
- Basic knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools
- Basic understanding APIs and related technologies
- Background in telecommunications is desired.
Location
This role will be based in Estonia (remote position).
Shift time: Tue-Sat 9am-6pm.
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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Stay alert to recruitment fraud
We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.
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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.