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Fraud Specialist, Supplier Operations & Governance

Twilio· Carrier Relations/Carrier Ops
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Hybrid (Canada)CA$90.8k - CA$113.5kFull-timePosted 4d ago

About the role

Fraud Specialist focused on resolving billing issues and fraudulent misuse of services through financial investigation, root cause analysis, and strategic dispute negotiation. Hybrid role combining dispute management, data analysis, and cross-functional collaboration to resolve discrepancies and build data-backed cases.

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

Qualifications

  • 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

Skills

Required:CommunicationDispute ManagementData Analysis (Excel/Google Sheets, Looker, SQL)Negotiation
Nice to have:Contract reading / Invoice interpretation

Benefits

  • Competitive pay
  • Generous time off
  • Parental and wellness leave
  • Healthcare
  • Retirement savings program
  • Additional compensation and benefits vary by location (incentives, equity, health benefits, retirement contributions, paid time off)
Last updated Oct 22, 2026. Interested? Apply on the company site.

About Twilio

Twilio platform for communications and programmable APIs across messaging, voice, video, and AI-enabled workflows.

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