KYT Operations Specialist

See yourself at Twilio

Join the team as our next KYT Operations Specialist

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

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:

• Utilize Twilio’s tools and your own investigative powers to detect and prevent non-compliant activity.
• Utilize your analytical and project management skills to think as a spammer, find bad actors, and shut them down.
• Utilize a combination of manual and automated tools, internal and third-party, to detect patterns, conduct investigations to find the spam, and update our systems to prevent it in the future.
• Willingness to work a non-traditional schedule; working North America hours, weekends and holidays will be required
• Analyze text messages reported by customers and carriers in order to determine correct classification (fraud, spam, smishing or valid).
• Handle incoming requests from internal and external customers.
• Demonstrate excellent customer service skills when working with internal/external customers.
• Read, interpret, follow, and enforce Messaging Policies and Best Practices to protect and preserve Twilio’s Network.
• Play an active role supporting continuous process improvements.
• Stay up to date with current industry trends and technology as it relates to text messaging spam and fraud.
• Help develop future tools to prevent bad accounts getting onto the network.
• This role is part private investigator, part data analyst, and part technical support.

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:

• Minimum 1+ years of experience in fraud detection, information security, or a related role.
• Curiosity and willingness to learn spam and fraud within the Telecommunications industry
• Outstanding verbal and written communication skill in English.
• Be able to work regular Pacific Standard Time work hours during training.
• Willingness to work a non-traditional schedule; working North America hours, weekends and holidays will be required.
• Demonstrate strong ethical values.
• Being process oriented with organizational skills.
• Strong creativity skills to think like spammers but powered by a drive to shut them down.
• Competency with Google suite.
• Ability to develop pattern recognition skills.
• Strong analytical skills for effective problem solving.
• Familiarity with data analysis concepts and tools.
• Willingness to work a non-traditional schedule; including weekends, holidays, and evenings as needed. Shift timing: 5:00 AM to 2:00 PM IST, with 2 consecutive days off each week (excluding Saturdays and Sundays). The shift schedule and days off are rotational and may change quarterly based on business requirements. Both shift timings and days off are subject to change depending on business needs.

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.

Location 

This role will be remotely based in India - Karnataka, Telangana, Tamil Nadu, Maharashtra and Delhi.

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.

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.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.