Senior Compliance Professional

Sinch is a leading company in customer communications. Our Customer Communications Cloud is used by over 150,000 businesses worldwide to power engaging customer experiences through mobile messaging, voice, and email.

Our AI-infused Super Network, APIs, and applications ensure that our customers can connect with us reliably and securely at every step of their journey.

We strive to foster an environment where diversity of thinking, skills, and experiences are valued, driving innovation and better business results.

About the Role

This role works closely 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, ensuring we meet compliance regulations at all times.

In this role, you'll become highly skilled in spotting non-compliant messaging and bad actors who look to send message content in a fraudulent manner.

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

Key Responsibilities:

• Monitor and approve live message content to identify potential fraud, spam, and phishing attempts.
• Detect, report, and take appropriate action against fraudulent activity, including blocking suspicious accounts.
• Act as a senior member of the Compliance function, producing and updating business processes and acting as a key point of contact within the team.
• Stay current on regulatory and compliance updates, sharing best practices across the Support and Compliance teams.
• Onboard, mentor, and oversee Compliance Specialists, ensuring they meet expectations and are set up for success.
• Develop, document, and update internal knowledge articles, training materials, and customer-facing collateral related to Compliance and Monitoring.
• Educate customers on content guidelines and responsible messaging, collaborating closely with Support, Account Managers, and Account Executives.
• Act as an escalation point and Subject Matter Expert for compliance-related issues raised by customers, support, or sales teams.
• Report on SLAs, analyze performance, and implement process improvements to enhance team efficiency and message handling.
• Meet or exceed KPIs while providing guidance and best practices for high-value or key customers.

Requirements

• English is your primary language. Secondary languages are a plus, with bonus points for Spanish
• Experience in a similar role is desired, particularly one that has required exceptionally high detail orientation and has a leadership element
• At least two years of experience providing live chat customer support for a software/SaaS platform (or equivalent)
• Demonstrable critical thinking, communication, and creative problem-solving skills and be able to drive improvements through to fruition
• Excellent writing and speaking skills in English
• Ability to learn new software platforms quickly
• Proven experience working autonomously and in cross regional and functional environments
• Self-starter, positive and can-do attitude, ability to continuously develop and adapt to a growing team
• Exceptionally organized, you are capable of managing your schedule effectively and prioritizing tasks when faced with competing demands.
• Familiarity with live chat, working in customer ticketing platforms and CRM platforms

A supportive and dynamic work environment that fosters collaboration and growth.

Opportunities for professional development and career advancement.

Competitive compensation and benefits package.

Flexible work arrangements to balance work and personal life.

• Do you have exceptional attention to detail and accuracy ensuring messages containing disallowed content are not released, and suspicious accounts have the appropriate actions taken?
• Can you assess message/account reviews holistically, considering both immediate risks and long-term impacts to the business?
• Are you a strong communicator with team members and leaders across the Sinch business relating to compliance/fraud/spam concerns and opportunities to improve processes and customer experience?
• Do you focus on the why - not just the what, responsible for creating Root Cause Analysis (RCA) reports for incidents of released disallowed content and accounts belonging to bad actors by outlining findings, determining preventive measures and recommending process improvements?
• Can you anticipate customer 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?
• Do you take ownership and lead by example – proactively identify gaps, initiate improvements, and mentor peers by sharing best practices?