Who we areAt 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 robust 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.

Hiring and how we workWe use Artificial Intelligence (AI) to help make our hiring process efficient. Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. See yourself at TwilioJoin 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, and build data-backed cases to resolve discrepancies. 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), an organization working with the largest customers and partners, and a team of operators and former consultants that have delivered exceptional impact.





If you have an extreme owner / founder mindset and a desire to solve big challenges, you’ll find yourself at home. 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 Partner closely with data analytics, engineering, and accounting to reconcile accounts 8+ years of professional experience in telecom operations, fraud operations, customer success, vendor management, procurement, collections, or consulting.

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. 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.

Experience working with workflow platforms like Airtable or building dashboards.

Experience with advanced data analysis like Python or scripting LocationThis role will be remote and based in Ontario, British Columbia or Alberta, Canada. TravelWe prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We

OfferWorking at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Based on role, employees may also be eligible for additional compensation and benefits, including but not limited to incentive programs, commissions, equity grants, health and wellness benefits, retirement contributions, and paid time off. 90,800.00 - CAD 113,500.00 Target Bonus Percentage 15% Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages.

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. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. #

📌 Fraud Specialist, Supplier Operations & Governance (Winnipeg)
🏢 SendGrid
📍 Winnipeg