The opportunity
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.
What you'll do
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.
What they're looking for
- 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.
- Willingness to work a non-traditional schedule; weekends, holidays and evenings may be required
- Experience working in a fast paced, ambiguous environment, with a strong bias for action
- You’re empathetic and love working with customers and carriers to solve their: problems and questions, backed with data
