Billing and Operations Analyst

About the role

Netcrawler is an independent Ontario internet service provider with a no-contract, no-hidden-fees model. We lease last-mile access from Rogers (including the former Shaw network), Bell and Cogeco, and run everything behind it ourselves: our own core network, routers, switches, IP transit and peering, all operating from our own data centre footprint. We are based in the eastern GTA, with fulfillment in Ajax and a distributed support team.

The Billing and Operations Analyst owns two functions that protect our margin and our reputation. Billing means winning customer disputes and making sure every dollar we pay carriers and vendors is correct. Operations means keeping the business running ahead of demand: reporting, forecasting, inventory, vendor relationships and the groundwork for our own fibre. This is a hands-on role. You will do the filings, the reconciliations and the phone calls yourself, and report directly to the CEO. When priorities compete, billing comes first.

What you will do: BILLING

Customer disputes

• Prepare and file responses to CCTS (Commission for Complaints for Telecom-television Services) complaints, meet every CCTS deadline, and track each file through to resolution
• Prepare and submit credit card chargeback responses through our payment processor portal, using billing records, service logs and customer communications as evidence
• Respond to Equifax credit reporting disputes, verifying account and collections records and correcting any errors within the required timelines
• Spot patterns in disputes and recommend fixes to billing, sales or support processes so the same complaint does not repeat

Carrier and vendor billing

• Reconcile monthly Rogers (including former Shaw), Bell, Cogeco and Eastlink wholesale invoices line by line against our subscriber, order and cancellation records
• Find overbilling, duplicate charges, billing for cancelled services and backbilled charges, then file and follow up on billing disputes with each carrier
• Check vendor invoices against what was ordered and schedule payments for CEO approval
• Keep a running log of disputed amounts, credits recovered and open items

Payments and controls

• Review Netcrawler's customer billing against our cancellation lists, so cancelled customers stop being billed and every active customer is billed correctly
• Review monthly payment processor statements for fee increases and errors
• Spot-check credits and refunds given by support against approved limits
• Screen higher-risk new orders before equipment ships, to prevent fraud and chargebacks
• Run a yearly audit of software and vendor subscriptions, cutting unused seats and duplicate tools

What you will do: OPERATIONS

Reporting and forecasting

• Build pivot tables and reports in Excel or Google Sheets from billing, ticket and subscriber data
• Project subscriber growth, churn and revenue monthly, and turn those projections into equipment, staffing and carrier capacity needs
• Produce a monthly operations report: disputes won and lost, carrier credits recovered, inventory position, growth versus projection and open vendor issues

Inventory

• Track router and equipment stock at our Ajax fulfillment operation against new orders and replacements, and reorder before stock runs short

Vendor relationships

• Act as Netcrawler's day-to-day point of contact with carriers and vendors (Rogers, Bell, Cogeco, Eastlink, equipment and shipping suppliers, software providers)
• Escalate service and billing issues, chase follow-ups and keep records of every commitment a vendor makes

Fibre deployment

• Call property managers and condo boards about bulk internet agreements, current providers and contract end dates
• Maintain a building pipeline: contacts, unit counts, existing provider, contract expiry and interest level
• Prepare first-pass feasibility summaries for candidate buildings (unit count, likely take rate, access constraints, rough cost inputs) for the CEO to decide on
• Coordinate with engineering firms and contractors when a project moves to detailed design
• This is phone outreach and desk research; no field or construction work

What you bring

Required

• Bachelor's degree
• 3+ years in telecom operations, billing, revenue assurance or a similar detail-heavy operations role
• Strong Excel or Google Sheets skills: pivot tables, lookups, filters and reconciling two data sets against each other
• Clear, persuasive business writing; you can turn a messy account history into a tight, evidence-backed response
• Comfortable on the phone with carriers, vendors and property managers, including cold calls
• Organized enough to run dozens of open files with hard deadlines without dropping any
• Able to handle confidential customer and financial information with discretion
• Able to work in person at our Ajax office
• Legally entitled to work in Canada

Nice to have

• Experience responding to CCTS complaints, credit bureau disputes or chargebacks for a subscription business
• Familiarity with wholesale telecom invoices (Rogers, Shaw, Bell, Cogeco, Eastlink) or TPIA operations
• Experience with inventory planning or demand forecasting
• Exposure to fibre, MDU (multi-dwelling unit) or bulk internet projects
• Experience with Zoho (Billing, Desk, CRM) or similar tools

Employment terms

• Type: Full-time, permanent employee
• Probation: 3 months
• Reports to: CEO
• Location: In person at our Ajax, ON office
• Hours: Monday to Friday, business hours; occasional calls outside them for carrier escalations
• Compensation: $60,000 per year
• Benefits: free parking at our Ajax office; free Netcrawler home internet; $1,000 annual health spending account (after probation)
• Paid time off: vacation and public holidays as provided under Ontario's Employment Standards Act, 2000

How to apply

Apply through LinkedIn with your resume. In your application, include a short note (a few sentences) on the most costly billing or dispute error you have caught and how you found it. Shortlisted candidates will complete a short practical exercise: reconciling a sample carrier invoice and drafting a response to a mock customer complaint. You will also be asked to put together a 30, 60 and 90 day plan for how you would take ownership of this role.

Netcrawler uses artificial intelligence (AI) to help screen, assess and select applicants for this position. All final hiring decisions are made by our team.

Netcrawler welcomes applications from all qualified candidates. Accommodations are available on request for candidates taking part in all aspects of the selection process.