[Remote] Team Lead, Compliance Operations at Twilio

Estonia

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, Technology, ComplianceIndustries

Requirements

2+ years of experience working cases in the compliance, fraud or abuse space, preferably within an eCommerce, Email, or Telecommunications organization
Bachelor’s Degree in Business, Operations or similar discipline or equivalent job experience
Outstanding verbal and written communication skills
Willingness to work a non-traditional schedule; weekends and holidays may be required

Responsibilities

Lead, but not manage, a team responsible for reviewing KYC data, messaging, and voice compliance on Twilio’s platform
Serve as a point of contact for internal and external escalations that may arise
Direct the day to day activities of your team to ensure Service Level Agreements are being consistently met and act as the point of contact for high value customer incidents and escalations
Provide support for customers by email, and phone, to ensure customers have an excellent experience with Twilio
Use Twilio’s tools and your own investigative powers to detect and prevent non-compliant activity
Streamline our operations and improve customer experience by improving processes and partnering with stakeholders on automation initiatives
Partner with product, engineering and customer support teams to strike a balance between risk mitigation and customer experience
Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain
Make sound decisions in a fast paced environment

Skills

KYC

Compliance Operations

Voice Compliance

SMS Compliance

Twilio Voice Policy

Messaging Policy

Acceptable Use Policy

CTIA Requirements

Process Improvement

SLA Management

Escalation Handling

Workflow Design

Twilio

Cloud communications platform for developers

About Twilio

Twilio provides a cloud communications platform that enables developers to add various communication features like voice, messaging, video, and email to their applications. By using Twilio's APIs, developers can easily integrate these functionalities into their software, allowing for seamless communication with users. What sets Twilio apart from its competitors is its flexible pay-as-you-go pricing model, which charges clients based on their actual usage, making it suitable for businesses of all sizes, from startups to large enterprises. The company's goal is to empower businesses across different industries, such as healthcare, finance, retail, and education, to enhance their communication strategies and improve customer engagement.

San Francisco, CaliforniaHeadquarters

2008Year Founded

$243.9MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

5,001-10,000Employees

Benefits

Vacation: Twilio offers generous annual time off in all countries for you to enjoy.

Healthcare: We are dedicated to helping our employees live longer and healthier lives through comprehensive health programs.

Retirement: Twilio cares about your retirement! We offer programs to help our employees plan for their retirement needs.

Family leave: At Twilio we recognize the importance of family. We offer generous maternity, paternity, and adoption leaves, as well as family medical care leave.

Earn your stripes: Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e‑books for continued learning and education.

Catered meals: We provide a variety of snacks, drinks, and catered meals in each of our locations.

Risks

End-of-life for Programmable Video tool may lead to customer dissatisfaction.

Layoffs of 295 workers could decrease morale and affect service quality.

Engagement with Qatalyst Partners suggests potential internal conflicts and strategic shifts.

Differentiation

Twilio integrates voice, video, messaging, and email into applications, enhancing communication capabilities.

The pay-as-you-go pricing model offers flexibility and scalability for businesses of all sizes.

Twilio's APIs enable developers to build and scale communication solutions efficiently.

Upsides

Acquisition of SendGrid enhances Twilio's email API offerings, boosting market share.

Collaboration with Jack Henry strengthens Twilio's presence in the financial services sector.

Partnership with CareNote expands Twilio's reach into specialized markets like pastoral care.

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