Compliance Operations Specialist (Telecommunications)

Location: Remote, based in Colombia. Occasional travel may be required for project or team in-person meetings. Non-traditional schedules, including weekends, holidays, and evenings, may be required.

Company

Twilio provides communications solutions that enable businesses and developers to create personalized customer experiences across global networks.

What you will do

• Review account activity, messaging behavior, call records, and other data to investigate potential abuse, spam, scams, and policy violations.
• Use internal tools and evidence to identify and stop non-compliant activity affecting customers, carriers, or consumers.
• Communicate with customers through Zendesk and email to explain violations, provide remediation guidance, and communicate access restrictions or termination when necessary.
• Analyze recurring trends and root causes, then recommend long-term solutions to prevent future abuse.
• Make informed enforcement decisions in ambiguous situations and explain policy and technical issues clearly in writing.
• Support compliance with Twilio’s Voice Policy, Messaging Policy, Acceptable Use Policy, and relevant telecommunications regulations.

Requirements

• Willingness to work weekends, holidays, and evenings when required.
• Experience working in a fast-paced, ambiguous environment with a strong bias for action.
• Empathy and enthusiasm for helping customers and carriers solve problems using data.
• Strong attention to detail, organizational skills, time management, and the ability to work under pressure and ambiguity.
• Above-average written and verbal communication skills, with the ability to articulate concepts clearly and concisely.
• Ability to collaborate with communications partners and industry participants to resolve issues, troubleshoot, and build trust.
• Ability to make sound decisions in a fast-paced environment.
• Excellent written communication skills in English.

Nice to have

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

Culture & Benefits

• Remote-first work with occasional in-person team, project, customer, or functional off-site meetings.
• Competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program; offerings vary by location.
• Work that affects businesses, mobile carriers, and consumers globally.
• Culture focused on initiative, problem-solving, collaboration, experimentation, and community impact.

Hiring process

• Hiring decisions are made by Twilio employees; artificial intelligence may be used to support hiring operations.
• Twilio will not request payment, gift cards, cryptocurrency, or banking information and does not make offers without a formal interview process.