Compliance Operations Specialist

Twilio; Colombia; A distancia; COP 31.248.000 - 62.496.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Generous time off

Parental leave

Wellness leave

Healthcare

Retirement savings program

Descripción de la vacante

Twilio Inc. is seeking a Compliance Operations Specialist to review alerts and account activity across Messaging and Voice to ensure adherence to policies and regulatory requirements. The role involves collaborating with customers to resolve issues, and, when needed, enforcing access restrictions on Twilio’s platform.

Ideal candidates are curious, investigative, with strong written communication skills and comfort working both independently and in customer-facing scenarios.

Formación

• Willingness to work a non-traditional schedule; weekends, holidays and evenings may be required.
• Experience in fast-paced, ambiguous environments with bias for action.
• Empathetic and data-driven in customer and carrier interactions.
• Detail-oriented with strong organizational skills and comfort with ambiguity.
• Strong written and verbal communication; ability to explain complex concepts clearly.
• Willingness to collaborate with industry partners to resolve issues and build trust.
• Ability to make sound decisions quickly in a fast-paced setting.
• Good time management and ability to work under pressure.
• Excellent written English communication skills.
• Basic spreadsheet proficiency with formulas.
• 1–2 years in fraud, abuse or compliance in ecommerce/FinTech/telecom.
• 1–2 years experience triaging and resolving tickets in a queue-based environment.

Responsabilidades

• Investigate potential violations by reviewing account activity and data for signs of abuse or misuse.
• Stop non-compliant activity using internal tools to protect Twilio’s customers and end users.
• Communicate with customers via email and our Zendesk platform, outlining violations and remediation steps.
• Explain decisions clearly to customers, even when guidance isn't black and white.
• Analyze trends, identify root causes, and propose long-term solutions to prevent abuse.
• Examine call and messaging records to support enforcement with evidence.
• Impact global operations by ensuring compliant activity across networks and jurisdictions.
• Communicate policy violations and technical details succinctly to customers.

Conocimientos

Empathy for customers

Written communication

Attention to detail

Decision making

Time management

Herramientas

Zendesk

Spreadsheets

Descripción del empleo

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.

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.

See yourself at Twilio

Join the team as Twilio’s next Compliance Operations Specialist

About the job

This role is part of Twilio’s Compliance Operations team, which helps ensure that customer activity on our platform follows industry rules and Twilio’s internal policies. You’ll be responsible for reviewing alerts and account activity for Messaging and Voice traffic to assess whether it complies with Twilio’s Voice Policy, Messaging Policy, Acceptable Use Policy, and relevant regulatory requirements across global carrier networks.

When non-compliant activity is identified, such as messaging that violates local telecom rules or improper use of voice services, you’ll work with customers to explain the issue and guide them toward a compliant solution. In some cases, you’ll also take enforcement action to stop the non-compliant activity from continuing on Twilio’s platform.

This is an analytical and communication-heavy role that requires strong judgment, attention to detail, and the ability to work through ambiguous situations. You’ll be expected to make informed decisions and explain those decisions clearly to customers, even when the guidance may not always be black and white.

We’re looking for someone who enjoys digging into complex issues, learning how global telecom regulations apply to real‑world traffic, and helping customers understand how to stay compliant. The ideal candidate is curious, investigative by nature, and comfortable with both independent research and customer-facing communication.

Responsibilities

In this role, you’ll:

• Investigate potential violations: Review account activity, messaging behavior, and data to identify signs of abuse or misuse. You'll be trained to spot red flags and patterns linked to spam or scams, and take quick action to mitigate risk.
• 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
• 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.

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