Compliance Messaging 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 our Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, we make 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.

We are seeking a highly skilled professional to join our Compliance & Monitoring team. The successful candidate 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.

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.

• 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

• You have exceptional 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 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 relating to compliance/fraud/spam concerns and opportunities to improve processes and customer experience.
• You always 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.

Achieving this requires:

• English as 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

We offer a dynamic and inclusive work environment where everyone can thrive. We foster an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

Our core values include: Dream Big, Win Together, Keep it Simple and Make it Happen. These values guide our decisions and actions every day.