Compliance Operations Specialist 1

Who we are 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. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . 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. Qualifications Twili ... (truncated, view full listing at source)