Job Description

This position is needed to help combat fraud and abuse on our communications platform.

We are looking for a curious, analytical and quick thinking individual to join our global Fraud Operations team. This is a full time role, located in Estonia. In this role, you will utilize a variety of tools to prevent, respond and mitigate instances of fraud and abuse across all of our products, protecting our customers and our platform.

Investigate cases quickly and efficiently, perform analysis of non compliant traffic 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

Requirements

Willingness to work a non-traditional schedule; weekends, holidays and evenings may be required (Sunday to Thursday or Tuesday to Saturday 9am-6pm)
Experience working in a fast paced, ambiguous environment, with a strong bias for action
Previous experience in customer service or customer facing role requiring effective and empathetic communication

Nice to have

Basic knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools
Basic understanding APIs and related technologies
1-2 years experience working in a queue based/contact center environment