See yourself at Twilio

Join the team as our next KYT Operations Specialist.

About the job

This position is needed to help combat fraud and spam on our communications platform.

Know your traffic (KYT) Specialist will be dedicated to fighting spam to maintain Twilio as a trusted network. This is a full time remote role. We are looking for a specialist to join our team to help execute this mission as well as help set up processes to continue to scale the good fight as the network grows.  In this role, you will help ensure that the traffic on Twilio’s platform is legal, compliant, and wanted. We blend data, analytics, and technology with a passion for customer service, to create insights to power decisions that will strengthen our network and bond with customers. You will work with a variety of teams including Technical Support, Sales, Engineering as well as Product to gather data and develop strategies to fight fraudulent traffic and suspend accounts. Join us to help make a difference in preventing spam and fraud.

Responsibilities

In this role, you’ll:

• Be a subject matter expert in fraud, spam and abuse types as well as bad actor behaviour.
• Be able to connect the dots across multiple products, workflows, and fraud/abuse/compliance case types.
• Develop and implement anti-fraud strategies and best practices to protect our platforms and customers.
• Conduct thorough investigations of suspected fraudulent activities and provide detailed reports on findings.
• Provide training and guidance to junior team members on fraud detection and prevention techniques.
• Manage escalations at both customer and executive levels.
• Collaborate with customer-facing teams to enhance their ability to respond effectively to customer inquiries.
• Facilitate cross-functional collaboration and recognizes gaps in controls and processes, escalating them to the manager.
• Be required to participate in "On Call" shifts to deliver operational support and ensure coverage.
• Read, interpret, follow, and enforce Messaging Policies and Best Practices to protect and preserve Twilio’s Network.
• Willingness to work a non-traditional schedule; working North America hours, weekends and holidays will be required

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:

• Bachelor's degree in Information Security, Computer Science, or a related field.
• 3+ years of experience in fraud detection, information security, or a related role.
• Strong analytical skills and the ability to interpret complex data sets.
• Experience with fraud detection tools and technologies.
• Excellent communication and collaboration skills.
• Ability to work independently and manage multiple tasks effectively.
• Familiarity with telecom fraud scenarios and anti-fraud practices is a plus.
• Competency with Google suite.
• Clear demonstration of pattern recognition skills.

Desired:

• You are a natural problem solver, comfortable using data to arrive at decisions and you consistently demonstrate sound business judgment.
• Basic knowledge of Zendesk, Airtable, Looker, Service Now or similar tools.
• Basic understanding of APIs and related technologies.
• Background in telecommunications is desired.
• Intermediate level of French.

Location

This role will be remote and based in Estonia.

Shift Time & Weekends

Twilio operates in a 24x7 model and the shift would be between 9am to 5pm Estonia time, with the ability to work on schedules either Mon-Fri, Tue-Sat, or Sun-Thurs.

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.