TL;DR

SMS Specialist: Managing end-to-end SMS onboarding workflows, including Twilio account setup, brand and campaign registration, and phone number provisioning with an accent on ensuring alignment with SMS compliance standards and platform best practices. Focus on troubleshooting errors, coordinating escalations, and continuously improving internal workflows for efficiency.

Location: Remote (Americas)

Salary: $75,000–$80,000 USD

Company

Customer.io is a platform used by over 8,000 companies to send automated communication such as emails, push notifications, in-app messages, and SMS daily.

What you will do

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

Requirements

  • 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.

Nice to have

  • Experience with SMS ecosystem concepts such as 10DLC, toll-free, short code, brand and campaign registration.
  • Experience investigating technical issues, reviewing logs, and identifying root causes.
  • Exposure to messaging platforms where delivery, compliance, or regulatory considerations are critical.

Culture & Benefits

  • Competitive starting salary of $75,000–$80,000 USD, subject to market rate adjustment.
  • 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.
  • Professional development budget.
  • Commitment to increasing inclusion and equity within the tech industry.

Hiring process

  • 30-minute Zoom call with a Recruiter.
  • 45-minute Zoom interview with the Hiring Manager.
  • 45-minute interview with a Team Member.
  • 45-minute Homework Review Call.
  • Background check and employment verifications for all final candidates.