SMS Specialist

About Customer.io

Over 8,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

About the role

As our SMS product footprint continues to grow, we’re investing in the operational rigor behind how customers launch and scale messaging. We’re hiring an SMS Specialist to support Twilio SMS onboarding, provisioning, and operational execution.

This is an individual contributor role embedded within our Technical Support organization, focused on ensuring customers can successfully register, configure, and launch SMS with confidence. You’ll manage onboarding workflows, support compliance-related reviews, and serve as a first line of operational support for SMS-related issues.

Some things you’ll do

• 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

What we’re looking for

• 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, 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

You’ll be successful in this role if you

• Bring structure and clarity to high-volume operational workflows

• Catch compliance or configuration issues before they become customer problems

• Communicate proactively and keep stakeholders informed without being prompted

• Thrive in a specialized support function where accuracy and timeliness matter

Compensation & Benefits

We believe in transparency. Starting salary for this role is $75,000 - $80,000 USD (or equivalent in local currency), depending on experience and subject to market rate adjustment.

We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

See full benefits here →

Our Process

No gotchas, no trick questions — just a clear, human process designed to help both of us make an informed decision.

• 30-minute Zoom call with a Recruiter

• 45-minute Zoom interview with the Hiring Manager

• 45-minute interview with Team Member

• 45-minute Homework Review Call

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to increasing inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-aware hiring practices, and expand our global impact.

Zoom is the only video conferencing platform we use for interviews, and offers will always be extended in writing on official Customer.io letterhead.

Join us

If you’re excited about bringing precision and operational excellence to SMS onboarding at scale, we’d love to hear from you.