Senior Compliance 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 for fostering an environment where diversity of thinking, skills, and experiences are embraced, delivering innovation and better business results.

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, 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.

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.

What We Look For

We seek individuals with exceptional attention to detail, critical thinking, and creative problem-solving skills who can drive improvements through to fruition.

Our ideal candidate has experience in a similar role, particularly one that has required exceptionally high detail orientation and has a leadership element.

We also value self-motivated, positive, and can-do attitude, ability to continuously develop and adapt to a growing team.

Why Work With Us

We embrace diversity and create an inclusive workplace where everyone can thrive. Our team members share their voices, build their paths, and make things happen with us.

Benefits include: opportunity to work with a global business, collaborate with talented individuals, contribute to innovative projects, and enjoy competitive compensation packages.

If this role isn't what you're looking for, please explore other opportunities listed on our career page.

• 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