[Remote] SMS Associate

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Note: The job is a remote job and is open to candidates in USA. Customer.io is a platform that helps companies send automated and relevant communications. They are seeking an SMS Associate to support Twilio SMS onboarding and operational execution, ensuring customers can successfully register and launch SMS services.

Responsibilities

Manage end-to-end SMS onboarding workflows, including Twilio account setup, brand and campaign registration, phone number provisioning, and messaging service configuration
Intake, prioritize, and track SMS onboarding requests, maintaining clear timelines and launch readiness visibility
Perform initial reviews of customer opt-in flows and messaging configurations to ensure alignment with SMS compliance standards and platform best practices
Act as first-line operational support for SMS-related issues, troubleshooting errors and coordinating escalations when needed
Maintain clear onboarding documentation and continuously improve internal workflows to increase efficiency and reduce friction
Partner with CX, Technical Support, and internal stakeholders to ensure a smooth and consistent customer experience

Skills

Experience supporting or onboarding customers in a technical or operational capacity
Familiarity with Twilio or similar communications platforms (SMS experience strongly preferred)
Comfort working within structured operational processes while managing multiple concurrent requests
Basic understanding of APIs and webhooks
Strong written communication skills and a bias toward clear documentation
Experience with SMS ecosystem concepts such as 10DLC, toll-free, short code, brand and campaign registration, or related compliance workflows
Experience investigating technical issues, reviewing logs, and identifying root causes
Exposure to messaging platforms where delivery, compliance, or regulatory considerations are critical

Benefits

100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.
16 weeks paid parental leave
Unlimited PTO
Stipends for remote work and wellness
A professional development budget

Company Overview

Customer.io enables users to send newsletters to selected segments of customers using their website data. It was founded in 2012, and is headquartered in Portland, Oregon, USA, with a workforce of 201-500 employees. Its website is https://customer.io.

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