KYT 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) to help make our hiring process efficient, fair, and transparent, but automation never makes the final call. Every hiring decision is made by real Twilions, ensuring a human touch at every step.

See yourself at Twilio

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

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 and part data analyst.

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:

Minimum 1 year 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.

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.

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 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.

KYT Operations Specialist 1

Job Description