Fraud Specialist, Supplier Operations & Governance

Remote - Canada

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day.

We are actively recruiting for this role to fill an existing vacancy. This position will be responsible for working constructively with our customers and partners to resolve billing issues and fraudulent misuse of services. We are seeking a sharp, highly data-oriented, and tenacious Fraud Specialist to join our team. Unlike a traditional billing or collections role focused on routine outreach or simple invoice review, this position is a hybrid of financial investigation, root cause analysis, and strategic dispute negotiation.

In this role, you will:

• Advise account managers, accounting, and management on best practices to handle billing disputes.
• Negotiate with customers and carriers with an understanding of resolution levers available as per contractual terms and industry norms.
• Identify, analyze, and handle fraudulent misuse (such as Artificially Inflated Traffic) and billing errors (such as rate differences) with both vendors and customers.
• Own the end-to-end lifecycle of customer and vendor disputes from intake of disputes to initiating disputes, tracking progress, and ensuring timely, documented resolution.
• Uncover and resolve discrepancies, overcharges, and unpaid balances with carriers and customers due to quantities, rates, currency, and other root causes.
• Dig into call and messaging data to identify why bills don’t match or find evidence of fraud.
• Build dashboards that communicate key metrics related to the lifecycle of disputes.
• Read contracts and interpret what should be the invoice versus what it is.
• Act as the primary point of contact to negotiate dispute resolutions, settlements, and payment terms in accordance with company practices.
• Partner closely with data analytics, engineering, and accounting to reconcile accounts.

Qualifications:

• 8+ years of professional experience in telecom operations, fraud operations, customer success, vendor management, procurement, collections, or consulting.
• Sharp written and verbal communication skills.
• Experience negotiating disputes constructively with customers or vendors.
• Experience in collections, dispute resolution, or billing analysis.
• Experience in project management.
• Experience wrangling data with Excel / Google Sheets, Looker or SQL.
• Understanding of the A2P SMS ecosystem, international traffic routing, international revenue share fraud (IRSF), artificially inflated traffic (AIT) and the ecosystem profit chains.
• Understanding of industry standards with respect to AIT and fraud handling such as frameworks from i3forum, GSMA, MEF or ITW Global Leaders’ Forum.
• Understanding of Call Detail Records (CDRs) and ability to build strong dispute case files.
• Experience working with workflow platforms like Airtable or building dashboards.
• Experience in telecom, technology, or consulting industries.
• Experience with advanced data analysis like Python or scripting.
• Experience with AI and automation tools to accelerate productivity.

This role will be remote and based in Ontario, British Columbia or Alberta, Canada. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Based on role, employees may also be eligible for additional compensation and benefits, including but not limited to incentive programs, commissions, equity grants, health and wellness benefits, retirement contributions, and paid time off.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.