Recruiter: Halley McCormack

Hiring Manager: Dane Jonas

Level: P3

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See yourself at Twilio

Join the team as Twilio’s next Compliance Operations Specialist.

About the job

This position is needed to review alerts/accounts for voice and SMS compliance and determine if Twilio customers are operating within compliance according to Twilio’s Voice Policy, Messaging Policy, Acceptable Use Policy and meets carrier and regulatory 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 baThe successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Responsibilities

As a Compliance Operations Voice Specialist, your role is to protect both Twilio and the wider voice ecosystem globally by identifying and stopping misuse of Twilio's Voice services. You’ll serve as a critical line of defense against unwanted traffic, impersonation scams, Tracebacks, and other forms of fraudulent and non-compliant activity.

In this role, you’ll:

• Provide support for and initiate customer outreaches, by email and phone calls, to ensure customers have an excellent experience with Twilio.
• 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.
• Identify and escalate potential fraudulent and suspicious behaviors.
• Partner with key stakeholders to implement betterments and process improvements.

• Resolve urgent issues impacting businesses, carriers, regulators and consumers worldwide. 

• Handle  complex case work independently (with support from management, as needed)

• Provide input on how to streamline alerts and workflows, specifically for proactive voice monitoring and compliance work. 
• Support in reiterating and enforcing KYC obligations to customers. 
• Draft and maintain documentation, and SOPs, for operations teams.
• Go beyond individual cases by recognizing patterns, help recommend and build long term solutions to keep Twilio’s voice traffic compliant and reduce end-user harm.
• Actively share knowledge and expertise to help teammates upskill and strengthen the global compliance teams’ voice comprehension.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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 a Bachelor’s Degree in a business or technology discipline or equivalent job experience.
• You have at least 2+ years of experience working cases in the operations, compliance, or fraud space specifically in the Telecommunications ecosystem, or related industry
• You have experience in analyzing voice recordings and call detail records.
• You’re empathetic and love working with customers and carriers 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. 
• You are comfortable working independently with little minimal supervision.
• You have exceptionally strong writing skills to explain policy violations and technical details.

Desired:

• You have technical skills including basic SQL and an understanding of APIs and data analytics.

Location

This role will be remote, but is not eligible to be hired in  California, Connecticut, New Jersey, New York, Washington, Pennsylvania

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

 

Compensation

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

 

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $37.60 - $47.02.
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $39.81 - $49.76.
• Based in the San Francisco Bay area, California: $44.24- $55.29.
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally 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. 

 

Application deadline information (required for ALL US jobs)

Applications for this role are intended to be accepted until September 30, 2025, but may change based on business needs.