The opportunity
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.
What you'll do
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
What they're looking for
- 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
