[Remote] SMS Associate
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