Team Lead, Compliance Operations

Lead a team responsible for reviewing KYC data, messaging, and voice compliance on Twilio’s platform. Serve as a point of contact for internal and external escalations that may arise. Direct the day to day activities of your team to ensure Service Level Agreements are being consistently met and act as the point of contact for high value customer incidents and escalations. Provide support for customers by email, and phone, to ensure customers have an excellent experience with Twilio. Use Twilio’s tools and your own investigative powers to detect and prevent non-compliant activity. Streamline operations and improve customer experience by improving processes and partnering with stakeholders on automation initiatives. Partner with product, engineering and customer support teams to strike a balance between risk mitigation and customer experience. Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain. You have the ability to make sound decisions in a fast paced environment.