Billing and Operations Analyst

About Netcrawler

Netcrawler is a growing, Canadian-owned internet service provider based in Ontario. We provide fast, reliable internet with no contracts and no hidden fees. We use last-mile access from Rogers, Bell and Cogeco and operate our own core network, including routing, switching, internet transit and peering.

We are based in the eastern GTA, with fulfilment in Ajax and a distributed support team. We serve thousands of customers and are preparing to expand into additional provinces. We are also laying the groundwork for our own fibre network.

About the role

We are hiring a Billing and Operations Analyst to work in person at our Ajax office and report directly to the CEO.

Your main focus will be accurate customer billing, carrier invoice reconciliation and resolving escalated complaints and disputes. You will investigate discrepancies, explain decisions clearly and follow each issue through to resolution. You will also prepare reports and forecasts, help manage equipment stock and follow up with vendors.

Part of the role involves calling property managers and researching potential fibre projects. We will agree priorities with you so this work fits around billing and dispute deadlines.

What you will do

Customer billing and disputes

• Check that activations, plan changes, credits, cancellations and equipment returns are reflected correctly in customer accounts.
• Prepare and file responses to CCTS (Commission for Complaints for Telecom-television Services) complaints, meet response deadlines and track each case 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, verify account and collections records, and arrange corrections within the required timelines.
• Identify recurring problems and recommend changes to billing, sales or support processes to prevent them from happening again.

Carrier and vendor billing

• Reconcile monthly wholesale invoices from Rogers (including the former Shaw network), Bell, Cogeco and Eastlink against subscriber, order, activation, cancellation and agreed pricing records. Use spreadsheet or system matching to check charges and investigate discrepancies.
• Check for overbilling, duplicate charges, incorrect backbilling and charges for cancelled services. Raise billing disputes and follow up until they are resolved.
• Check vendor invoices against orders and agreed terms, and prepare payments for CEO approval.
• Keep an up-to-date record of disputed amounts, credits recovered and outstanding items.

Payments and controls

• Compare customer billing with active service and cancellation records so active services are billed correctly and billing stops when it should.
• Review payment processor statements for fee changes and errors.
• Check credits and refunds issued by support against approved limits and policies.
• Review higher-risk orders before equipment ships and escalate suspected fraud.
• Review software and vendor subscriptions each year to identify unused seats, duplicate tools and unnecessary costs, and arrange approved changes.
• Work within agreed approval limits and refer exceptions, settlements and new spending commitments to the CEO.

Reporting and forecasting

• Build reports and pivot tables in Excel or Google Sheets using billing, ticket and subscriber data.
• Forecast subscriber growth, churn and revenue each month. Work with the support and network teams to estimate equipment, staffing and carrier capacity needs.
• Prepare a monthly report covering dispute outcomes and deadlines, carrier credits recovered, unresolved items, inventory, actual growth against forecast and open vendor issues.

Inventory and vendor coordination

• Track router and equipment stock at our Ajax fulfilment operation against new orders, replacements and returns. Plan reorders and coordinate approved purchases before stock runs low.
• Act as the day-to-day contact for carrier and vendor billing and operational matters, including equipment, shipping and software suppliers.
• Escalate service and billing issues, follow up on outstanding requests, and keep records of agreed actions, deadlines and commitments.

Fibre expansion research and coordination

• Call property managers and condo boards, including cold outreach, to discuss bulk internet opportunities, current providers and contract end dates.
• Maintain a building pipeline with contact details, unit counts, current providers, contract expiry dates and interest levels.
• Prepare preliminary summaries for the CEO covering unit counts, likely customer take-up, access constraints and cost inputs gathered from technical colleagues, engineering firms or contractors.
• Coordinate with engineering firms and contractors when a project moves to detailed design.

This part of the role involves phone outreach, research and coordination. It does not involve fieldwork or construction.

What we are looking for

• A college diploma or bachelor's degree in accounting, finance, business or a related field, or equivalent relevant experience.
• At least three years of experience in billing, account reconciliation, revenue assurance, dispute resolution or a comparable operations role.
• Strong Excel or Google Sheets skills, including pivot tables, lookup formulas, filters and matching data from different sources.
• Clear business writing. You should be able to explain an account history and support your conclusions with accurate records.
• Comfortable speaking with carriers, vendors and property managers by phone, including making cold calls.
• The ability to manage multiple open files, keep accurate records and meet deadlines.
• Good judgment when handling confidential customer and financial information.
• Able to work in person at our Ajax office and legally entitled to work in Canada.

Useful experience

• Telecommunications or another subscription-based business.
• CCTS complaints, credit bureau disputes or payment chargebacks.
• Wholesale telecom invoices or third-party internet access (TPIA) operations, including Rogers, Shaw, Bell, Cogeco or Eastlink.
• Inventory planning or demand forecasting.
• Fibre, multi-dwelling unit or bulk internet projects.
• Zoho Billing, Desk or CRM, or similar systems.

Employment terms

• Full-time, permanent employment.
• Salary: $60,000 per year.
• Location: In person at our Ajax, Ontario office.
• Reports to: CEO.
• Probation: Three months.
• Hours: Monday to Friday during business hours, with occasional calls outside regular hours for carrier escalations. Additional hours will be recorded and handled in accordance with applicable employment standards.
• Benefits: Free parking at our Ajax office, free Netcrawler home internet subject to service availability, and a $1,000 annual health spending account after probation.
• Paid time off: Paid vacation and holidays in accordance with applicable employment standards legislation.

This posting is for an existing vacancy.

How to apply

Apply through LinkedIn with your resume and a short note describing a billing discrepancy, dispute or operational error you identified, how you investigated it and what changed as a result. Please leave out confidential information about customers or previous employers.

Shortlisted candidates will complete a practical exercise using fictional data: reconciling a sample carrier invoice and drafting a response to a mock customer complaint. The exercise is designed to take approximately 45 to 60 minutes.

During the interview, we will also discuss how you would approach your first 30, 60 and 90 days after learning more about our systems and priorities.

Netcrawler uses artificial intelligence (AI) to help screen and assess applications. Our team makes the final hiring decision.

Netcrawler welcomes applications from all qualified candidates. Accommodations are available on request throughout the selection process.