Spam and Fraud Specialist (L2)

See yourself at Twilio Join the team as Twilio’s next Spam and Fraud Specialist within their Spam and Fraud Tactical Team. 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 global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. About the job The Spam and Fraud 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. 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: 2+ years of experience working cases in the compliance, fraud or abuse space, preferably within an eCommerce, Email, or Telecommunications organization Outstanding verbal and written communication skills 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 may 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 Microsoft Office suite. Ability to develop pattern recognition skills. Strong verbal and written communication skills. Strong analytical skills for effective problem solving. Proven track record dealing well with ambiguity. Desired : Basic knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools  Basic understanding APIs and related technologies You are a natural problem solver, comfortable using data to arrive at decisions and you consistently demonstrate sound business judgment. You have strong time management and organizational skills and are comfortable working under pressure. Location This role will be remote, and based in India 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 . (Location dependent information) Colorado applicants:  The estimated pay range for this role, based in Colorado, is $XXX,XXX (Developing minimum or Colorado)- $XXX,XXX (Premium Mid for Denver Metro). Sales Commission: Additionally, this role is eligible to earn commissions and may be eligible to participate in Twilio's equity plan. Non-Sales: Additionally, this role may be eligible to participate in Twilio's equity plan. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role may be eligible to participate in Twilio’s equity plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave. 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. 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 .