WhatsApp Operations Specialist

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

WHAT YOU’LL DO

Braze’s Global Services and Support (GSS) team strives to protect the investment in our Technical Support and Professional Services offerings by ensuring that our business partners have the insights, tools, and processes they need to run effectively and efficiently. Our organization is in an exciting, transformative phase, and you will have the potential for tremendous growth and leadership opportunities as Braze continues to expand. We are looking for someone highly motivated to make a difference, hands-on, and excited to grow with us.

Demand for Braze’s messaging channel, WhatsApp, is rapidly increasing. WhatsApp is an OTT (over the top) messaging channel where there are different technical considerations and support required than our SDK-based messaging channels, and there will be an opportunity for the Operations Specialist to learn the tools and processes to successfully execute our WhatsApp onboarding experience and beyond into the customer lifecycle. You will collaborate with a diverse group of team members across Go to Market teams, including Product, Sales, Technical Support, One-Time Services, Customer Success, and our WhatsApp vendor, Meta. You’ll also be involved in other strategic initiatives critical to scaling our fast-growing team. If you’re obsessed with problem-solving, measuring success, and surfacing opportunities through data, we want to meet you!

OPERATIONAL EXCELLENCE

• Support the configuration of our customers’ WhatsApp channel setup and capabilities, both for new and existing clients

• Be knowledgeable about current WhatApp setup processes, landscape, best practices, and functions

• Act as the main point of contact for Technical Support, One-Time Services, and Customer Success on to triage and manage escalations and requests related to WhatsApp

• Collaborate with Product and Engineering team members to stay up-to-date on WhatsApp Product roadmap

• Interface with Meta during Braze customer WhatsApp setup, when troubleshooting, or during a support escalation

• Collaborate with Global Services and Support leadership teams on ongoing program logistics, evolution, and operational needs

• Establish and maintain documentation such as best practices and playbooks to support repeatability as we continue to scale this channel and its operations

• Develop and document solution ideas for tooling and processes to allow for improved self-service by the customer or internal Braze teams as well as streamlined and efficient ways of working across Braze teams

• Provide input for Product recommendations to aid in WhatsApp setup and maintenance processes

• Exposure to and ability to learn and support additional messaging channels such as SMS, Email, and Line

WHO YOU ARE

• You’re capable of learning quickly and mastering operational systems and processes

• Your attention to detail and accuracy is evident in all that you do; you possess a strong attitude towards execution

• You’re empathetic and customer-centric

• You’re process-oriented and enjoy the clarity of well-documented processes and best practices that bring structure

• You’re capable of working independently and also are energized from working within a team cross-functionally to help achieve the company's goals

• You embrace automation and are committed to continuous improvement

• You want to help our broader Global Services and Support teams build the path to scale

• Great communication and collaboration skills to influence and align with multiple stakeholders

WHAT YOU HAVE

• 1-3 years experience in an operational role with a technical product, ideally in a SaaS, mobile or marketing automation-oriented company

• Experience with direct internal or external customer contact and the patience, confidence, and friendliness to create good customer experiences and cross-departmental collaboration

• Familiarity with WhatsApp as a messaging channel preferred but not mandatory

• Excellent written and verbal communication skills; fluent in English

• A desire to be hands-on in your daily work and drive accuracy through personal performance

• A strong mindset of problem-solving across tools and processes

• An understanding of the importance of data and reporting to demonstrate progression towards your goals

• Bonus Points:

• Knowledge of the Braze ecosystem

• Knowledge of Meta WhatsApp setup process (WhatsApp Business Account, etc.)

• Experience with other tools like Salesforce cases/knowledge, Looker, Confluence

WHAT WE OFFER

Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. More details on benefits plans will be provided if you receive an offer of employment.

From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. Braze offers benefits such as:

• Competitive compensation that may include equity

• Retirement and Employee Stock Purchase Plans

• Flexible paid time off

• Comprehensive benefit plans covering medical, dental, vision, life, and disability

• Family services that include fertility benefits and equal paid parental leave

• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend

• A curated in-office employee experience, designed to foster community, team connections, and innovation

• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching

• Employee Resource Groups that provide supportive communities within Braze

• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

ABOUT BRAZE

Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.

The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025.

Braze was also named a 2025 Best Companies To Work For by U.S. News & World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®, among other accolades. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.

The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.

BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER
At Braze, we strive to create equitable growth and opportunities inside and outside the organization.

Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.

We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you.

Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.