KYT Operations Specialist

Join the team as our next KYT Operations Specialist

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.

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.

In this role, you’ll:

• Be a subject matter expert in fraud, spam and abuse types 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 holidays will be required

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:

• Bachelor's degree in Information Security, Computer Science, or a related field.
• Minimum 3-4 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.
• Familiarity with telecom fraud scenarios and anti-fraud practices is a plus.
• Competency with Google suite.
• Clear demonstration of pattern recognition skills.
• 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.

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.

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. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.