Senior Compliance and Risk Analyst

About Us

We are pioneering the way the world communicates. More than 150,000 businesses rely on our Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

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

We believe in fostering an environment where diversity of thinking, skills, and experiences are embraced, delivering innovation and better business results.

About the Role

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.

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 and works extremely closely with our Support team.

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.
• Serve 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.

Qualifications

• 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.

About Our Values

We embrace diversity and create an inclusive workplace where everyone can thrive. We foster an environment where diversity of thinking, skills, and experiences are valued, delivering innovation and better business results.

What You'll Get

By joining our team, you'll have the opportunity to grow professionally, make a real impact, and contribute to something amazing.