Employer: Twilio
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’re on a journey to becoming a globally antiracist company that supports 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 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. As processes and cases are worked, you will make recommendations for improvement and look for opportunities to gain operational efficiencies where possible.
The ideal candidate has excellent research and investigation skills, is comfortable using data to identify patterns and trends, enjoys challenging/ complex case work and is able to help us resolve urgent issues impacting consumers worldwide.
Responsibilities
In this role, you’ll:
- Identify SMS traffic behaviors that are non-compliant with Twilio’s Acceptable Use Policies
- Identify Voice traffic behaviors that are non-compliant with Twilio’s Acceptable Use Policies
- Identify Email traffic behaviors that are non-compliant with Twilio’s Acceptable Use Policies
- Conduct analysis, investigations and escalations using multiple systems and tools
- Communicate clearly and timely with customers, stakeholders and leadership
- Collaborate with industry partners to resolve issues, troubleshoot, and build trust
- Make sound decisions in a fast paced environment
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:
- Bachelor’s Degree, or equivalent education/experience in a business or technology discipline.
- Minimum 2 years of network operations or equivalent military experience
- 2+ years experience working in the compliance, fraud or abuse areas.
- Technical skills including basic SQL and an understanding of APIs and data analytics.
- Experience handling trouble/case/event tickets and are proficient with working in ticketing systems.
- Empathetic and love working with customers to solve their problems, backed with data.
- You will be willing to work one day on the weekend.
- You will be expected to work on any of the following 6am-3pm, 8am-5pm, 9am-6pm, or 12pm – 9pm schedules depending on the business need.
- You will be responsible for completing a record of time worked, on a weekly basis.
Desired:
- Experience in compliance within an eCommerce, Email, or Telecommunications organization
- Detail-oriented with great organizational skills and comfort with ambiguity
- Excellent written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise written and spoken manner
- Excellent time management and organizational skills and are comfortable working under pressure
Location
This role will be fully remote, and based in the East or West Coast, USA
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.