Compliance Operations Specialist 1 New Remote - Colombia

Twilio Inc.; Colombia; A distancia; COP 25.000.000 - 45.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Generous time off

Parental leave

Wellness leave

Healthcare

Retirement plan

Descripción de la vacante

Twilio Inc. is seeking a Compliance Operations Specialist 1 for a remote-first role based in Colombia. You will monitor Twilio product usage—voice, SMS and email— to ensure traffic is legal, compliant and wanted, and adhere to policies including CTIA requirements.

You will investigate cases, identify trends, protect customers, and support users by email, applying tools like Zendesk and Looker as you build trust with carriers and partners.

Formación

• 1-2 years in fraud, abuse or compliance in ecommerce, FinTech or telecoms
• Willingness to work non-traditional hours including weekends and evenings
• Comfort in fast-paced, ambiguous environments with bias for action
• Strong written and verbal communication; clear articulation of concepts
• Empathy while solving customer and carrier questions with data
• Detail-oriented with good organizational skills and adaptability
• Collaborates with industry partners to resolve issues and build trust

Responsabilidades

• Investigate cases quickly and efficiently; develop subject-matter expertise in compliance investigations
• Protect customers and carriers by identifying bad actors and non-compliant activity; minimize false positives
• Identify trends and root causes; propose preventative solutions
• Use call detail records and traffic data to spot patterns and determine actions
• Resolve urgent issues affecting businesses globally
• Provide email support to customers to ensure a positive experience with Twilio

Conocimientos

Fraud investigations

Investigation skills

Communication

Data analysis

Collaboration

Time management

Customer empathy

Herramientas

Zendesk

Airtable

Looker

APIs

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.

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 1

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 email, 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 Twilio’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 experience in 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, weekends, holidays and evenings may be required.
• You have 1-2 years experience in 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.
• Basic knowledge of Zendesk, Airtable, Looker or similar tools
• Basic understanding APIs and related technologies
• Background in telecommunications is desired.

Location

This role will be based remotely 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.

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.