SMS Specialist at Customer.io in Remote

Summary: Customer.io is a platform that helps companies send automated communications effectively. They are seeking an SMS Specialist to manage SMS onboarding workflows and support customers in configuring and launching SMS with confidence. 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Twilio, SMS onboarding Important Skills: APIs, webhooks Nice-to-Have Skills: written communication 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