Senior Telecom Billing Specialist (CPaaS)

Location: Remote, based in the United Kingdom, Ireland, or Estonia; occasional travel may be required for project or team meetings.

Company

Twilio provides communications platform as a service, enabling businesses and developers to create personalized customer experiences.

What you will do

• Advise account managers, accounting, and management on billing dispute resolution practices.
• Negotiate resolutions, settlements, and payment terms with customers, carriers, and vendors.
• Investigate fraudulent misuse, including Artificially Inflated Traffic, International Revenue Share Fraud, billing errors, overcharges, and unpaid balances.
• Own the end-to-end lifecycle of customer and vendor disputes, including intake, tracking, documentation, and resolution.
• Analyze call, messaging, quantity, rate, currency, and contract data to identify discrepancies and build dispute cases.
• Build dashboards for dispute lifecycle metrics and partner with data analytics, engineering, and accounting to reconcile accounts.

Requirements

• 8+ years of professional experience in telecom billing, revenue assurance, wholesale SMS billing settlements, and/or CPaaS fraud operations.
• Experience in collections, dispute resolution, or billing analysis.
• Experience negotiating constructively with customers or vendors.
• Experience in project management.
• Strong written and verbal communication skills in English.
• Experience working with Excel or Google Sheets, Looker, or SQL.

Nice to have

• Knowledge of the A2P SMS ecosystem, international traffic routing, IRSF, AIT, and related industry profit chains.
• Knowledge of AIT and fraud-handling frameworks from i3forum, GSMA, MEF, or ITW Global Leaders’ Forum.
• Understanding of Call Detail Records and experience building dispute case files.
• Experience with Airtable, dashboard development, Python, scripting, AI, or automation tools.
• Experience in telecom, technology, or consulting.

Culture & Benefits

• Remote-first work with opportunities for in-person team gatherings, functional off-sites, and customer meetings.
• Competitive pay and generous time off.
• Parental and wellness leave.
• Healthcare and retirement savings program.
• Opportunities to support volunteering and community initiatives.

Hiring process

• Hiring decisions are made through a formal interview process with Twilio employees.
• Recruitment communications are conducted through official Twilio channels.