Remote opportunity at
TwilioFraud Specialist, Supplier Operations & Governance
Twilio operates as a category leader in Communications Platform as a Service (CPaaS), supplying innovative technology that enables businesses and developers globally to build personalized communication…
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About This Role
Twilio operates as a category leader in Communications Platform as a Service (CPaaS), supplying innovative technology that enables businesses and developers globally to build personalized communication experiences. The organization seeks a Fraud Specialist, Supplier Operations & Governance (P4) to join its remote team. This position is open to individuals based in Ontario, British Columbia, or Alberta, Canada. Candidates might need to travel occasionally for project gatherings or team meetings. This…
Job Description
Twilio operates as a category leader in Communications Platform as a Service (CPaaS), supplying innovative technology that enables businesses and developers globally to build personalized communication experiences. The organization seeks a Fraud Specialist, Supplier Operations & Governance (P4) to join its remote team. This position is open to individuals based in Ontario, British Columbia, or Alberta, Canada. Candidates might need to travel occasionally for project gatherings or team meetings.
This role blends financial investigation, strategic dispute negotiation, and root cause analysis. The position suits a data-oriented and tenacious professional who enjoys analyzing messaging and call data, resolving billing errors, and investigating issues like International Revenue Share Fraud (IRSF) and Artificially Inflated Traffic (AIT). The selected specialist will guide account managers and accounting teams regarding dispute resolution best practices, project manage vendor and customer disputes, and create dashboards for tracking key performance metrics.
Twilio applies Artificial Intelligence to streamline recruitment, though human decision-makers handle all hiring choices. The company offers a work environment focused on connection and global inclusion, welcoming applicants with diverse backgrounds and non-traditional career paths.
Responsibilities
- Advise management, accounting, and account managers on optimal methods for handling billing disputes.
- Engage in negotiations with carriers and customers while applying contractual terms and industry standards.
- Detect, analyze, and manage fraudulent activities and billing inaccuracies, including Artificially Inflated Traffic and rate differences.
- Manage the complete lifecycle of vendor and customer disputes from initial intake through documented resolution.
- Investigate unpaid balances, overcharges, and discrepancies tied to currency, rates, and quantities.
- Examine messaging and call data to uncover evidence of fraud or billing mismatches.
- Develop dashboards to track and communicate metrics associated with the dispute lifecycle.
- Analyze contracts to determine proper invoice expectations versus actual billings.
- Serve as the main point of contact for negotiating payment terms, dispute settlements, and resolutions.
- Collaborate with accounting, engineering, and data analytics teams to reconcile accounts.
Requirements
- At least 8 years of professional background in telecom operations, procurement, customer success, fraud operations, collections, vendor management, or consulting.
- Strong verbal and written communication abilities.
- Experience constructively negotiating disputes with vendors or customers.
- Background in billing analysis, dispute resolution, or collections.
- Project management experience.
- Proficiency in wrangling data using Looker, SQL, or Excel and Google Sheets.
Qualifications
- Familiarity with the A2P SMS ecosystem, international traffic routing, international revenue share fraud, artificially inflated traffic, and ecosystem profit chains.
- Knowledge of industry frameworks and standards regarding fraud handling from organizations like GSMA, i3forum, MEF, or ITW Global Leaders’ Forum.
- Ability to analyze Call Detail Records and build robust dispute case files.
- Experience utilizing workflow platforms such as Airtable or building dashboards.
- Background working within the technology, telecom, or consulting sectors.
- Advanced data analysis proficiency using scripting or Python.
- Experience with automation and AI tools to improve productivity.
Core Skills
Benefits
- Competitive pay
- Generous time off
- Ample wellness and parental leave
- Healthcare coverage
- Retirement savings program
- Additional compensation elements such as incentive programs, commission structures, equity grants, and retirement contributions depending on the role
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this Fraud Specialist position located?
The position is remote and based in the Canadian provinces of Ontario, British Columbia, or Alberta, with occasional travel required for team or project meetings.
What is the salary range for this role?
The estimated base salary ranges from 90,800.00 to 113,500.00 CAD, with a target bonus percentage of 15%.
What level of experience is required to apply?
Applicants must have 8 or more years of professional experience in fields such as telecom operations, fraud operations, collections, vendor management, procurement, customer success, or consulting.
How can I apply safely to avoid recruitment scams?
Ensure you communicate exclusively through official @twilio.com email addresses. Twilio never requests banking information, cryptocurrency, gift cards, or payment during recruitment and does not make job offers without a formal interview process.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.