Stellenbeschreibung:

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 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.

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.
• Focus is 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.
• 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.
• You take ownership and lead by example – proactively identify gaps, initiate improvements, and mentor peers by sharing best practices. You’re someone others naturally look to when clarity, leadership, or a steady hand is needed in complex situations.

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.
• 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! 

NOTE / HINWEIS:

EN: Please refer to Fuchsjobs for the source of your application

DE: Bitte erwähne Fuchsjobs, als Quelle Deiner Bewerbung