See yourself at Twilio

Join the team as our next Fraud Operations Specialist 1. 

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 have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support 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 help combat fraud and abuse on our communications platform. 

We are looking for a curious, analytical and quick thinking individual to join our global Fraud Operations team. 

This is a full time role, located in Colombia. In this role, you will utilize a variety of tools to prevent, respond and mitigate instances of fraud and abuse across all of our products, protecting our customers and our platform.  

Twilio operates on a 24/7 model, so the ability to work weekends and holidays (as needed) is required.

Responsibilities

In this role, you will:

• Utilize a variety of tools to review, respond and resolve instances of fraud and abuse of the Twilio products, protecting our customers while offering them best-in-class support.  
• Conduct thorough investigations on cases of fraud and abuse, reviewing non-compliant traffic, and making decisions based on Twilio’s policies on how to enforce appropriately to prevent fraud while protecting legitimate businesses.
• You will use information available to determine potential malicious behavior and work with peers and partners to report your findings.
• Seek to support and collaborate with a team of subject-matter experts, learning from the existing documentation and cases you are exposed to, gradually building skills and experience to achieve expertise and excellence. 
• Be prepared to make decisions in ambiguous scenarios, potentially with limited guidance, while accounting for the risks and outcomes of such decisions. 
• Commit to protect Twilio customers and a global community of users through ongoing efforts to better identify  potential fraudulent activity and helping the team to evolve tactics to be more effective.
• Help with identifying the root cause analysis and contributing factors during incident reviews, thus helping to continuously enhance Twilio’s tools and processes. 

  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:

• Fluency in English & Spanish is required for this position. 
• Willingness to work a non-traditional schedule; weekends, holidays and evenings may be required.
• You have 1-2 years of experience in fraud, abuse or compliance in ecommerce, FinTech, or telecommunications, skillful in handling escalations from different partners and stakeholders.
• You are an effective and empathetic communicator via written or verbal channels, where you were accountable for Production, Quality, and User Satisfaction scores.
• Experience working in a fast paced, ambiguous environment, with a strong bias for action.

Desired:

• Basic  knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools. 
• Basic understanding of APIs and related telecommunication technologies in a tech environment.
• 1-2 years experience working in a queue based/contact center environment, using CRM tools, email, chat, and office/internet browsing tools.
• Time management skills, with the ability to work well under pressure and without constant supervision.
• Curious mindset for continuous improvement.

Location 

This role will be remote and based in Colombia. 

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.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.