At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.Hiring and how we workWe use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.See yourself at TwilioJoin the team as Twilio’s next Compliance Operations SpecialistAbout the jobThis 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.ResponsibilitiesIn 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 integral 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.QualificationsTwilio 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:Willingness to work a non‑traditional schedule; weekends, holidays and evenings may be requiredExperience working in a fast paced, ambiguous environment, with a strong bias for actionYou’re empathetic and love working with customers and carriers to solve their problems and questions, backed with dataYou are detail‑oriented with good organizational skills and comfortable with ambiguityYou have above average written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise mannerYou are willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trustYou have the ability to make sound decisions in a fast paced environmentYou have good time management and organizational skills and are comfortable working under pressureExcellent written communication skills in EnglishBasic 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.LocationThis role will be remote, and based in Colombia.TravelWe prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in‑person meetings.What We OfferWorking 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.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.Stay alert to recruitment fraudWe care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @ twilio.Com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.Twilio is proud to be an equal opportunity 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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.International - Self-Identification of Demographic InformationTwilio invites you to self-identify certain personal demographic information to help continue our mission to foster inclusivity in our workplace. Completing this survey is voluntary, but we do hope that you will participate because your responses help us measure the effectiveness of our outreach and recruitment activities. Responding is completely optional and voluntary and will not be used for the purposes of any employment decision. Any information you provide is confidential and is not accessible by recruiters, hiring managers or the interview team at any time. This data is collected, stored and otherwise processed in accordance with legal requirements.We hope you will join us in our commitment and enthusiasm for making Twilio a place where everyone belongs!Voluntary Self-Identification of Gender * Select...By checking this box, I consent to Twilio collecting, storing, and processing my responses to the demographic data surveys above.#J-18808-Ljbffr

📌 Compliance Operations Specialist (Colombia)
🏢 Twilio
📍 Colombia