[Hiring] Fraud Specialist, Supplier Operations & Governance @Twilio

Role Description

Join the team as Twilio’s next Fraud Specialist, Supplier Operations & Governance (P4). This position will be responsible for working constructively with our customers and partners to resolve billing issues and fraudulent misuse of services.

We are seeking a sharp, highly data-oriented, and tenacious Fraud Specialist to join our team. Unlike a traditional billing or collections role focused on routine outreach or simple invoice review, this position is a hybrid of financial investigation, root cause analysis, and strategic dispute negotiation. In this role, you will:

• Look for billing discrepancies.
• Investigate Artificially Inflated Traffic (AIT) or IRSF (International Revenue Share Fraud).
• Dig deep into messaging and call data.
• Project manage high-value customer and vendor disputes.
• Build data-backed cases to resolve discrepancies.
• Build dashboards to communicate key metrics and drive action.

If you love solving complex data puzzles, negotiating with external parties, and finding win-win outcomes, this is the role for you.

You will be part of a company that is the category leader in Communications Platform as a Service (CPaaS), working with the largest customers and partners, and a team of operators and former consultants that have delivered exceptional impact.

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.

Requirements

• Understanding of the A2P SMS ecosystem, international traffic routing, international revenue share fraud (IRSF), artificially inflated traffic (AIT) and the ecosystem profit chains.
• Understanding of industry standards with respect to AIT and fraud handling such as frameworks from i3forum, GSMA, MEF or ITW Global Leaders’ Forum.
• Understanding of Call Detail Records (CDRs) and ability to build strong dispute case files.
• Experience working with workflow platforms like Airtable or building dashboards.
• Experience in telecom, technology, or consulting industries.
• Experience with advanced data analysis like Python or scripting.
• Experience with AI and automation tools to accelerate productivity.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• Retirement savings program.
• Additional compensation and benefits, including but not limited to incentive programs, commissions, equity grants, health and wellness benefits, retirement contributions, and paid time off.

The estimated pay ranges for this role are as follows: 90,800.00 - CAD 113,500.00 with a target bonus percentage of 15%.

Company Description

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.