Skill Compatibility Diagnostics
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About the Role
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day.
We are actively recruiting for Twilio’s next Fraud Specialist, Supplier Operations & Governance (P4). 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.
About the Role
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, and build data-backed cases to resolve discrepancies. You will 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.
Key Technical Responsibilities
- check_circle Advise account managers, accounting, and management on best practices to handle billing disputes
- check_circle Negotiate with customers and carriers with an understanding of resolution levers available as per contractual terms and industry norms
- check_circle Identify, analyze, and handle fraudulent misuse (such as Artificially Inflated Traffic) and billing errors (such as rate differences) with both vendors and customers
- check_circle 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
- check_circle Uncover and resolve discrepancies, overcharges, and unpaid balances with carriers and customers due to quantities, rates, currency, and other root causes
- check_circle Dig into call and messaging data to identify why bills don’t match or find evidence of fraud
- check_circle Build dashboards that communicate key metrics related to the lifecycle of disputes
- check_circle Read contracts and interpret what should be the invoice versus what it is
- check_circle Act as the primary point of contact to negotiate dispute resolutions, settlements, and payment terms in accordance with company practices
- check_circle Partner closely with data analytics, engineering, and accounting to reconcile accounts
Prerequisites & Qualifications
- check 8+ years of professional experience in telecom operations, fraud operations, customer success, vendor management, procurement, collections, or consulting
- check Sharp written and verbal communication skills
- check Experience negotiating disputes constructively with customers or vendors
- check Experience in collections, dispute resolution, or billing analysis
- check Experience in project management
- check Experience wrangling data with Excel / Google Sheets, Looker or SQL
About Twilio Greenhouse Board
Verified hiring organization details.
Twilio Greenhouse Board operates as a recruitment platform and hiring framework utilized by Twilio for managing talent acquisition and candidate pipelines in the technology and software sector. Twilio itself is a prominent cloud communications platform provider that enables developers to build, scale, and operate real-time communications within software applications.