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Added 12 mins ago
MS
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Added 1 hour ago
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Netcrawler Inc

Billing and Operations Analyst

Ajax, ON, Canada

Compensation: $60,000 per year · Full-time

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Job details

Pay: Compensation: $60,000 per year
Job type: Full-time
Apply by: May 5, 2027
Posting language: English
Posted: Nov 6, 2026

Original job description

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.

Apply About employer

More about this job

Responsibilities

Manage customer billing disputes, carrier and vendor invoice reconciliations, payment controls, and fraud prevention, prioritizing billing responsibilities. Produce operational reports and forecasts, manage inventory and vendor relationships, and support early-stage fibre deployment research and coordination.

Requirements

Requires a bachelor's degree, at least three years of experience in telecom operations, billing, revenue assurance, or a similar detail-focused role, and strong Excel or Google Sheets skills. Candidates must have persuasive business writing and phone communication skills, be highly organized and discreet with confidential information, and be legally entitled to work in Canada and able to work in person in Ajax.

Skills

Telecom Billing Reconciliation
Customer Dispute Resolution
CCTS Complaint Responses
Chargeback Responses
Credit Reporting Disputes
Excel
Google Sheets
Pivot Tables
Financial Analysis
Revenue Assurance
Forecasting
Inventory Planning
Vendor Management
Business Writing
Fraud Prevention
Telecommunications Operations

Benefits

Free Parking
Free Home Internet
Annual Health Spending Account
Vacation
Public Holidays

Visa sponsorship

Not detected in the job text

Keywords

Telecommunications
Billing Reconciliation
Revenue Assurance
CCTS
Chargebacks
Equifax
Rogers
Bell
Cogeco
Eastlink
TPIA
Excel
Google Sheets
Pivot Tables
Zoho
Billing
Zoho Desk
Zoho CRM
Forecasting
Inventory Planning
Vendor Management
Fraud Prevention
Customer Disputes
Carrier Invoices
Fibre Deployment
MDU
Bulk Internet
Subscriber Growth
Churn Analysis
Payment Processing

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