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Compliance Operations Specialist


Customer Service & Support

IT & Telecoms GHS Confidential
2 weeks ago

Job Summary

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 intermediate to advanced research and investigation skills and enjoys challenging and complex case work.

  • Minimum Qualification : Degree
  • Experience Level : Mid level
  • Experience Length : 3 years

Job Description/Requirements


  • Use Twilio’s tools and your own investigative powers to detect and prevent non-compliant activity.
  • Resolve urgent issues impacting businesses, carriers and consumers worldwide. 
  • Work independently to solve customer cases (with support from management, as needed) 
  • Respond to and action incoming carrier partner notifications. 
  • Effectively respond to intermediate to advanced questions from customers (external and internal) in core areas and intermediate questions across multiple areas. 
  • Work independently to troubleshoot and resolve issues across multiple areas in your team's domain.
  • Provide support for customers compliance questions by email, and phone, to ensure customers have an excellent experience with Twilio while adhering to compliance regulations globally.
  • Work with team members across the organization and globally to investigate issues, determine root cause gaps that bad actors exploit and determine how best to close those gaps. 


  • Willingness to work a non-traditional schedule; one weekend,some  holidays and potentially a few hours in the evening may be required
  • You have 3+ years of experience working cases in the operations, compliance, fraud or abuse space, preferably within an eCommerce or Telecommunications organization.
  • You have basic technical computer skills including basic Excel formula knowledge and sheet formatting
  • Basic data analytics skills.
  • You’re empathetic and love working with customers and Twilio partners to solve their problems and questions, backed with data. 
  • 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 good time management and organizational skills and are comfortable working under pressure. 

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