Fraud Specialist, Supplier Operations & Governance (Telecom Fraud)

Location: Remote in Ontario, British Columbia, or Alberta, Canada; occasional travel for project or team in-person meetings may be required.

Estimated pay range: CAD 90,800–113,500 annually; target bonus: 15%.

Company

Twilio provides Communications Platform as a Service (CPaaS), enabling businesses and developers to create personalized customer communications.

What you will do

• Advise account managers, accounting, and management on billing dispute practices.
• Negotiate dispute resolutions, settlements, and payment terms with customers, carriers, and vendors.
• Investigate fraudulent misuse, including Artificially Inflated Traffic (AIT) and International Revenue Share Fraud (IRSF), as well as billing errors and discrepancies.
• Own the end-to-end lifecycle of customer and vendor disputes, including intake, tracking, documentation, and timely resolution.
• Analyze call and messaging data, contracts, quantities, rates, currencies, overcharges, and unpaid balances to identify root causes and build evidence-based cases.
• Build dispute-lifecycle dashboards and partner with data analytics, engineering, and accounting to reconcile accounts.

Requirements

• 8+ years of professional experience in telecom operations, fraud operations, customer success, vendor management, procurement, collections, or consulting.
• Strong 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 working with Excel or Google Sheets, Looker, or SQL to analyze and organize data.

Nice to have

• Understanding of the A2P SMS ecosystem, international traffic routing, IRSF, AIT, and ecosystem profit chains.
• Understanding of AIT and fraud-handling standards from i3forum, GSMA, MEF, or ITW Global Leaders’ Forum.
• Understanding of Call Detail Records (CDRs) and experience building dispute case files.
• Experience with Airtable, workflow platforms, or dashboard development.
• Experience in telecom, technology, or consulting industries.
• Advanced data analysis experience with Python or scripting.
• Experience using AI and automation tools to improve productivity.

Culture & Benefits

• Remote-first work with occasional in-person team, project, or customer meetings.
• Competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.
• Potential eligibility for incentive programs, commissions, equity grants, health and wellness benefits, retirement contributions, and paid time off, depending on the role and location.
• Emphasis on initiative, problem-solving, experimentation, inclusion, and community volunteering.

Hiring process

• Twilio uses AI to support hiring efficiency, but hiring decisions are made by Twilio employees.
• A formal interview process is required; interviews are not conducted exclusively through text-based messaging applications.