SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: CAD 90,800 - 113,500 / annual
Twilio is seeking a Fraud Specialist for Supplier Operations & Governance to join a remote-first team based in Canada (Ontario, British Columbia, or Alberta). This is a hybrid financial investigation and dispute resolution role focused on resolving billing issues and fraudulent misuse of services across Twilio's communications platform.
Unlike traditional billing or collections roles, this position combines financial investigation, root cause analysis, and strategic dispute negotiation. You will investigate billing discrepancies, Artificially Inflated Traffic (AIT), and International Revenue Share Fraud (IRSF); analyze messaging and call data; manage high-value customer and vendor disputes; and build data-backed cases to resolve discrepancies. You will create dashboards to communicate key metrics and drive action across the organization.
Key Responsibilities:
- Advise account managers, accounting, and management on best practices for handling billing disputes
- Negotiate with customers and carriers using available contractual and industry-standard resolution levers
- Identify, analyze, and handle fraudulent misuse and billing errors with vendors and customers
- Own the end-to-end lifecycle of customer and vendor disputes from intake through documented resolution
- Uncover and resolve discrepancies, overcharges, and unpaid balances due to quantities, rates, currency, and other root causes
- Analyze call and messaging data to identify billing mismatches or fraud evidence
- Build dashboards communicating key dispute lifecycle metrics
- Interpret contracts to determine correct invoicing versus actual invoicing
- Serve as primary point of contact for negotiating dispute resolutions, settlements, and payment terms
- Partner with data analytics, engineering, and accounting teams on account reconciliation
You will be part of Twilio's Supplier Operations & Governance team within a company that is the category leader in Communications Platform as a Service (CPaaS), working with the largest customers and partners. The team consists of operators and former consultants who have delivered exceptional impact. Occasional travel may be required for in-person team meetings and customer engagement.
REQUIREMENTS:
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 A2P SMS ecosystem, international traffic routing, IRSF, AIT, and ecosystem profit chains
- Knowledge of industry standards for AIT and fraud handling (i3forum, GSMA, MEF, ITW Global Leaders' Forum frameworks)
- Understanding of Call Detail Records (CDRs) and ability to build strong dispute case files
- Experience with workflow platforms like Airtable or dashboard building
- Background in telecom, technology, or consulting industries
- Advanced data analysis skills (Python, scripting)
- Experience with AI and automation tools
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
