Compliance & Monitoring Specialist

About Sinch

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we "Dream Big", "Win Together", "Keep it simple", and "Make it Happen". These values are our foundation

About the Role

Texting is so powerful, it's protected. Globally countries are enforcing higher levels of compliance around business texting. At Sinch, we have a large number of automated security and compliance mechanisms. But as good as this is, it does not replace human verification.

This role will work in conjunction with other security measures to ensure our customers can use their accounts to their full extent and help keep our platform free of bad actors, and ensure we meet compliance regulations at all times.

In this role, you will become highly skilled in spotting non-compliant messaging and bad actors who look to send message content in a fraudulent manner. This role is part of our Compliance & Monitoring team, working alongside specialists across multiple teams in Sinch, and works extremely closely with our Customer Support team.

This role will monitor messaging compliance in real time, provide verification of new account sign-ups and verify changes to customer's registered business information.

As a Compliance & Monitoring Specialist, you will:

• Monitor and approve live message content for customers, looking for possible fraud, spam and phishing content
• Detect and report fraudulent activity and take appropriate actions to block accounts
• Be a compliance expert - stay up to date on new compliance updates and share new information and best practices with teams across the business
• Identify opportunities to educate customers about content guidelines and texting responsibly, working hand in hand with the support teams to ensure our customers are sending compliant messaging

This Role Is For You If

• You have otherworldly attention to detail and accuracy ensuring messages containing disallowed content are not released, and suspicious accounts have the appropriate actions taken. Malicious actors are clever and will continuously look for new ways to breach our security systems.
• Your eyes are on the bigger picture assessing message/account reviews holistically, considering both immediate risks and long-term impacts to the business.
• If you see something, you say something - strong communication with team members and leaders across the Sinch business relating to compliance/fraud/spam concerns and opportunities to improve processes and customer experience.
• You always anticipate customer's needs - recognize patterns and provide guidance and suggestions for customers to enhance their success on the platform, then hand-off to Support, Account Executives or Account Managers to partner with these customers.

Qualifications

• English is your primary language. Secondary languages are a plus, with bonus points for Spanish
• At least 1 year of experience providing live chat customer support for a software/SaaS platform (or equivalent)
• Experience in a similar role is desired, particularly one that has required exceptionally high detail orientation
• Demonstrable critical thinking, communication, and creative problem-solving skills and be able to drive improvements through to fruition
• Ability to learn new software platforms quickly
• Proven experience working autonomously
• Self-starter, positive and can-do attitude, ability to continuously develop and adapt to a growing team
• Highly organized, you can manage your schedule and prioritize where there are conflicting priorities
• Familiarity with live chat, working in customer ticketing platforms and CRM platforms

Our Values

At Sinch we"Dream Big","Win Together","Keep it simple"and"Make it Happen". These values are our foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

Bring your authentic self to Sinch

Here at Sinch we embrace diversity and work to create an inclusive workplace where everyone can thrive. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.

If this role isn't what you're looking for, please consider other open roles on our career page: Sinch Careers

Our Hiring Process

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us