Fraud Operations Specialist 1 at Twilio

Who we are

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.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) technologies to maintain an efficient, fair and transparent hiring process. Our hiring process is never completely automated, and uses AI in conjunction with our recruiting professionals.

See yourself at Twilio

Join the team as Twilio’s next Fraud Operations Specialist 1.

About the job

This position is needed to help combat fraud and abuse on our communications platform. We are looking for a curious, analytical and quick thinking individual to join our global Fraud Operations team.

This is a full time role, located in India. In this role, you will utilize a variety of tools to prevent, respond and mitigate instances of fraud and abuse across all of our products, protecting our customers and our platform.

Responsibilities

In this role, you’ll:

Investigate cases quickly and efficiently, perform analysis of non compliant traffic to understand bad actor behavior.

Demonstrate willingness to learn and become a subject matter expert in fraud investigations.

Protect Twilio customers and consumers through ongoing identification of bad actors, fraudulent activity and evolving tactics.

Take action daily to stop bad actors / activity while minimizing false positives.

Identify trends, root cause gaps and recommend appropriate preventative solutions to stop bad actors from being successful.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:

Willingness to work a non-traditional schedule; weekends, holidays and evenings may be required.
- Tuesday-Saturday 5:30am IST to 2:30pm IST
- Sunday-Thursday 5:30am IST to 2:30pm IST

Experience working in a fast paced, ambiguous environment, with a strong bias for action.

Previous experience in customer service or customer facing role requiring effective and empathetic communication.

Desired:

Basic knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools.

Basic understanding APIs and related technologies.

1-2 years experience working in a queue based/contact center environment.

Location

This role will be Remote, and based in India (either Karnataka, Maharashtra, Telangana, Tamil Nadu or New Delhi)

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

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.

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.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Fraud Operations Specialist 1

Job Description