Fraud Specialist - Supplier Operations & Governance

See yourself at Twilio

Join the team as Twilio’s next Fraud Specialist, Supplier Operations & Governance (P4).

About the job

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 look for billing discrepancies, investigate Artificially Inflated Traffic (AIT) or IRSF (International Revenue Share Fraud), dig deep into messaging and call data, project manage high-value customer and vendor disputes, and build data-backed cases to resolve discrepancies. You will build dashboards to communicate key metrics and drive action. If you love solving complex data puzzles, negotiating with external parties, and finding win-win outcomes, this is the role for you.

You will be part of a company that is the category leader in Communications Platform as a Service (CPaaS), an organization working with the largest customers and partners, and a team of operators and former consultants that have delivered exceptional impact. If you have an extreme owner / founder mindset and a desire to solve big challenges, you’ll find yourself at home.

Responsibilities

In this role, you’ll:

• 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 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 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.

Desired:

• 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.

Location

 This role will be remote and based in Ontario, British Columbia or Alberta, Canada.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

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.

The estimated pay ranges for this role are as follows:

•  90,800.00 - CAD 113,500.00  
• Target Bonus Percentage 15%

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.