SMS Specialist

SMS Specialist at Customer.io

Over 8,000 companies — from scrappy startups to global brands — use Customer.io's 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, helping teams send smarter, more relevant messages using real-time behavioral data.

As Customer.io's SMS product footprint continues to grow, they are investing in the operational rigor behind how customers launch and scale messaging. They are hiring an SMS Specialist to support Twilio SMS onboarding, provisioning, and operational execution.

This is an individual contributor role embedded within the 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.

Key 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.

What Customer.io is 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 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

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. Customer.io offers 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, and a professional development budget.

Key skills/competency

• SMS Onboarding
• Twilio Platform
• SMS Compliance
• Operational Execution
• Customer Support
• API/Webhooks
• Documentation
• Workflow Management
• Troubleshooting
• Stakeholder Communication