Fraud Specialist I

Title: Fraud Specialist 1

Location: Remote - Estonia

Category: Ops (Fraud, Compliance, Biz, Prod, Analyst)

Job Description:

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! 

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. 
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See yourself at Twilio

Join the team as Twilio’s next Fraud Operations Specialist.

About the job

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.

Responsibilities

In this role, you’ll:

• 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

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:

• Willingness to work a non-traditional schedule; weekends, holidays and evenings may be required
• 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  

Desired:

• 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

Location

This role will be based remotely in Estonia.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.