Compliance Operations Specialist

See yourself at Twilio

Join the team as Twilio’s next Compliance Operations Specialist

About the job

This role is part of Twilio’s Compliance Operations team, which helps ensure that customer activity on our platform follows industry rules and Twilio’s internal policies. You’ll be responsible for reviewing alerts and account activity for Messaging and Voice traffic to assess whether it complies with Twilio’s Voice Policy, Messaging Policy, Acceptable Use Policy, and relevant regulatory requirements across global carrier networks.

When non-compliant activity is identified, such as messaging that violates local telecom rules or improper use of voice services, you’ll work with customers to explain the issue and guide them toward a compliant solution. In some cases, you’ll also take enforcement action to stop the non-compliant activity from continuing on Twilio’s platform.

This is an analytical and communication-heavy role that requires strong judgment, attention to detail, and the ability to work through ambiguous situations. You’ll be expected to make informed decisions and explain those decisions clearly to customers, even when the guidance may not always be black and white.

We’re looking for someone who enjoys digging into complex issues, learning how global telecom regulations apply to real-world traffic, and helping customers understand how to stay compliant. The ideal candidate is curious, investigative by nature, and comfortable with both independent research and customer-facing communication.

Responsibilities

In this role, you’ll:

• Investigate potential violations: Review account activity, messaging behavior, and data to identify signs of abuse or misuse. You'll be trained to spot red flags and patterns linked to spam or scams, and take quick action to mitigate risk.
  
  
• Stop bad actors before they cause harm: You'll use internal tools and available data to find and shut down non-compliant activity that could negatively impact Twilio’s customers or consumers who receive unwanted calls or texts.
  
  
• Communicate directly with customers: A major part of the job is customer-facing, primarily through email via our ticketing platform Zendesk. You'll notify customers of policy violations, provide them with clear guidance on how to fix issues, and sometimes inform them that their access to Twilio is being restricted or terminated.
  
  
• Analyze trends and prevent future abuse: Go beyond individual cases by recognizing recurring themes, identifying root causes, and helping recommend long-term solutions to keep bad actors off the platform.
  
  
• Work with data: You’ll regularly examine call and messaging records to trace activity, identify patterns, and support enforcement decisions with evidence.
  
  
• Support global impact: The work you do directly affects businesses, mobile carriers, and end users around the world. Your decisions may impact high-profile brands and millions of consumers globally.
  
  
• Prioritize clarity and accuracy: Because most communication is written, especially through email, you’ll need strong writing skills to explain policy violations and technical details in a way that customers understand and can act on.

*Required:

• 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
• 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 the ability to make sound decisions in a fast paced environment
• You have good time management and organizational skills and are comfortable working under pressure
• Excellent written communication skills in English

Desired:

• Basic knowledge of using spreadsheets including formulas.
• Have 1-2 years experience in fraud, abuse or compliance in ecommerce, FinTech, or telecommunications.
• 1-2 years experience working in a queue based environment triaging and resolving tickets.

Location

This role will be remote, and based in Colombia.