KYT Operations Specialist

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, 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: Minimum 1+ years 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. 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 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. 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.

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