See yourself at Twilio

Join the team as our next Fraud Operations Specialist

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're on a journey to becoming a globally antiracist company that supports 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.

About the job

This position is needed to investigate incidents of potential fraud on Twilio’s platforms, take the appropriate mitigating actions, and communicate the results to customers and stakeholders.

It is critical for Twilio to protect the integrity of our communications platform against fraud and the Fraud Operations team is on the front line of this ongoing effort. Fraud Operations will also share the insights the team learns from its investigations with Product and Engineering partners in order to form a virtuous feedback loop for automation and other fraud preventing product improvements.

Responsibilities

In this role, you’ll:

• Investigate cases quickly and efficiently, perform analysis to understand bad actor behavior and 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 - taking 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
• Collaborate with Twilio’s Product and Engineering teams to troubleshoot technical problems with our internal tooling and external product offerings.
• Design and optimize new processes to ensure our customers have an excellent experience with Twilio.

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:

• Work schedule: Sunday through Thursday, 12 PM - 9 PM Pacific Time
• Bachelor’s Degree in a business or technology discipline or equivalent job experience.
• 2+ years of experience working investigations in the compliance, fraud or abuse space, preferably within an eCommerce, Email, or Telecommunications organization
• Experience with using querying languages (eg. MySQL) and data analytics
• Detail-oriented with great organizational skills and comfort with ambiguity
• Strong written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise manner.  
• The ability to make sound decisions in a fast paced environment. 
• You have excellent time management and organizational skills and are comfortable working under pressure. 

Desired:

• An understanding of APIs
• Experience with Account Takeovers

Location 

This role will be remote and based in the USA.

Approximately 0% travel is anticipated. 

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)

*Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

*If you are a Colorado applicant:

• The estimated pay range for this role, based in Colorado, is $27.00/hr - $37.00/hr
• Non-Sales: Additionally, this role is 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 is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.