Remote Compliance & Policy Investigator

Wwshemi; Colombia; Remote; COP 129,798,000 - 210,923,000; Full time

Benefits offered by this job

Competitive pay

Generous time off

Parental and wellness leave

Healthcare

Retirement savings program

Job summary

Twilio is seeking a Compliance Operations Specialist to review messaging and voice activity for policy compliance across global carrier networks. You will investigate potential violations, guide customers toward compliant solutions, and, when needed, take enforcement actions to stop non-compliant activity.

This remote-first role requires strong judgment, attention to detail, and the ability to explain complex regulatory requirements clearly to customers and partners around the world.

Qualifications

• 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.
• Empathetic and love working with customers and carriers to solve problems and questions, backed with data.
• Detail-oriented with good organizational skills and comfortable with ambiguity.
• Excellent written communication skills in English.

Responsibilities

• Investigate potential violations by reviewing account activity, messaging behavior, and data for abuse signals.
• Stop non-compliant activity using internal tools to protect Twilio's customers and end users.
• Communicate with customers via email through Zendesk, explaining violations and guiding fixes or access restrictions.
• Analyze trends, identify root causes, and suggest long-term solutions to prevent abuse.
• Work with data: examine call and messaging records to trace activity and support enforcement decisions.
• Support global impact by considering effects on businesses, carriers, and consumers worldwide.
• Prioritize clarity and accuracy in customer communications and technical explanations.

Skills

Attention to detail

Customer empathy

Strong written communication

Data analysis

Problem solving

English writing

Tools

Zendesk

Job description

Twilio is seeking a Compliance Operations Specialist to review messaging and voice activity for policy compliance across global carrier networks. You will investigate potential violations, guide customers toward compliant solutions, and, when needed, take enforcement actions to stop non-compliant activity.

This remote-first role requires strong judgment, attention to detail, and the ability to explain complex regulatory requirements clearly to customers and partners around the world.