KYT Operations Specialist 2

See yourself at Twilio

Join the team as Twilio’s next KYT Operations Specialist! Working at Twilio is a unique and exciting experience because it places you at the forefront of innovation in the communications industry. With a commitment to customer-centric solutions, Twilio empowers its employees to solve real-world problems and make a tangible impact on businesses globally. The collaborative and dynamic work environment fosters creativity and growth, allowing you to work alongside talented professionals who are passionate about technology and customer success. Additionally, Twilio's dedication to continuous learning and development ensures that you are always equipped with the latest skills and knowledge to excel in your career.

About the job (please apply with a CV / Resume in English) 

Join Our Mission to Combat Fraud and Spam!

Are you ready to make a significant impact in the world of communications? We're on the hunt for a dynamic Know Your Traffic (KYT) Specialist to join our team and lead the charge against fraud and spam on Twilio's trusted network. This full-time remote role offers you the chance to be at the forefront of our mission, setting up scalable processes to ensure our platform remains legal and compliant.

In this exciting role you'll blend data, analytics, and cutting-edge technology with a passion for customer service to create powerful insights that drive decisions and strengthen our network. Collaborate with diverse teams, including Fraud and Compliance Operations, Technical Support, Sales, Engineering, and Product, to develop strategies that combat fraudulent traffic and protect our customers.

If you're ready to make a difference and keep unwanted messaging off our platform, we want you on our team! Apply now and be part of the good fight as we grow and innovate. 

Responsibilities

In this role, you’ll:

• Work through inquiries from both internal stakeholders and customers via a ticketing system
• Monitoring traffic via live dashboard monitoring
• Be a subject matter expert in messaging fraud, spam, and abuse as well as bad actor behavior.
• 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 rotating holidays will be required

Qualifications 

*Required: Business fluency in both Portuguese and English

• 3-5 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.
• Competency with Google suite.
• Clear demonstration of pattern recognition skills.
• Ability to conduct “deep dive” investigations with little to no supervision.

Desired:

• Bachelor's degree in Information Security, Computer Science, or a related field.
• Familiarity with telecom fraud scenarios and anti-fraud practices.

Location

This role will be remote, based in Brazil

Shift

The working hours for this role will be 8am-5pm PDT with 2 days consecutive weekly off (this can be either Sunday Monday or Friday Saturday.)

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way. 

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.