Twilio - Fraud Specialist, Supplier Opserations & Governance
Requirements
• 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! • 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.
Responsibilities
• 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
Benefits
• 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. • Twilio thinks big. Do you? • We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. • So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. • Stay alert to recruitment fraud • We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps..
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