See yourself at Twilio

Join the team as our next Voice Compliance Operations Specialist 4

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to review alerts/accounts for voice and SMS compliance and determine if calls are in compliance according to Twilio’s Voice Policy, Messaging Policy, Acceptable Use policy and meets CTIA requirements.

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. Unfortunately, communications can also be misused by bad actors who attempt to game the system for nefarious purposes. We are looking for someone that is passionate about preventing fraud and abuse. The ideal candidate has excellent research and investigation skills and enjoys challenging and complex case work.

Responsibilities

In this role, you’ll:

• Work with team members across the organization to investigate issues, determine root cause gaps that bad actors exploit and determine how best to close those gaps.
• Use call detail records & aggregate traffic data to identify patterns and trends that determine a set list of actions
• Drive proactive actions regarding customer patterns and initiate communications when required
• Resolve urgent issues impacting businesses, carriers and consumers worldwide.
• Handle challenging and complex case work independently (with support from management, as needed)
• Provide input on how to streamline alerts and workflows for proactive voice monitoring and compliance work.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

• You have 4+ years of experience working cases in the operations, compliance, fraud or abuse space, preferably within a Telecommunications organization.
• You have experience analyzing call detail records and traffic reports.
• You have a background with regulatory requirements related to voice services and understand the best practices when evaluating traffic patterns.
• You are a subject matter expert with Voice Connectivity and have a background in Voice Operations or Voice Compliance.
• You have basic technical skills including basic SQL and an understanding of APIs and data analytics.
• You’re empathetic and love working with customers and carriers to solve their problems or questions, backed with data.
• You make actionable decisions based on the data analyzed and the overall risks to the business
• You are detail-oriented with great 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 excellent time management and organizational skills and are comfortable working under pressure.

Desired:

• You have a Bachelor’s Degree in a business or technology discipline or equivalent job experience.

Location

This role will be a remote position, located in the US. Approximately <5%> travel is anticipated.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.

*Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

*If you are a Colorado applicant:

• The estimated pay range for this role, based in Colorado, is $90.320 - $112.900
• This role may be eligible to participate in Twilio’s equity plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role may be eligible to participate in Twilio’s equity plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

Location

This role will be a remote position, located in the US. Approximately <5%> travel is anticipated.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.