Trust & Safety Analyst
Join Vonage and help us innovate cloud communications for businesses worldwide!
Why this role matters:
We are looking for a Trust & Safety Analyst for our CORT (Carrier Operations and Response) team to support our 24/7 operational coverage and ensure the integrity, compliance, and safety of our messaging ecosystem. As an intermediate, shift-based role, you will serve as the first responder for content compliance, fraud detection, and operational alerts, often during off-hours.
You will partner closely with fraud investigators, carrier operations, and cross-functional engineering teams to monitor traffic, resolve incidents, and escalate issues when needed. Your work directly safeguards our customers, maintains carrier trust, and ensures smooth operational performance across our messaging products.
Your key responsibilities:
- Act as the primary point of contact during non-standard hours for operational and engineering-related queries.
- Monitor message content for compliance with 10DLC and carrier guidelines.
- Manage escalations end-to-end, ensuring timely communication and resolution with cross-functional teams.
- Analyze operational data trends to produce actionable reports and recommend process improvements.
- Respond to alerts in real time, resolving issues independently where appropriate and escalating when required.
- Conduct basic fraud investigations, apply suspensions/blocks, and support fraud prevention measures.
- Serve as the first-line interface for carrier communication and coordination.
- Collaborate with the wider Trust & Safety and Operations teams to ensure consistent and compliant service delivery.
What you'll bring:
- Knowledge of US A2P messaging frameworks: 10DLC, TFN, Short Codes.
- Experience reviewing SMS traffic for compliance violations, spam patterns, and policy breaches.
- Ability to prepare documentation for carrier escalations.
- Experience working in a fast-paced, 24/7 shift-based environment.
- Strong communication, coordination, and cross-team collaboration skills.
- Solid understanding of fraud prevention and investigation fundamentals.
- Strong problem-solving abilities and confidence in handling operational alerts and escalations.
- Willingness to work closely with technical and non-technical teams across time zones.
Experience we consider a plus:
- Understanding of The Campaign Registry (TCR) workflows and registration processes.
- Familiarity with CTIA guidelines, carrier policies (AT&T, T-Mobile, Verizon), and restricted/disallowed content categories.
- Knowledge of KYC/KYB processes and sender verification practices.
- Strong attention to detail and ethical judgment when reviewing sensitive content
How you’ll benefit:
- Attractive Discretionary Time Off
- Private Medical Insurance with optional dependent coverage
- Educational Assistance Reimbursement Program
- Opportunities for reimbursement for conferences, trainings, and other personal development events
- Maternity and Paternity Leave
- Ask recruiter for country specific information
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.
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Who we are:
Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.