SMS Operations Specialist

Our Customer is an American financial services and digital payments company based in San Francisco, California. They’re working to help their diverse audiences — sellers, individuals, artists, fans, developers, and all the people in between — overcome barriers to access the economy.

We are seeking a highly motivated SMS Operations Specialist on a contract basis to help support our Customer's business needs. This role is 100% remote.

In this role, you will be responsible for monitoring, identifying, and triaging issues related to SMS, and working with third-party companies to resolve SMS deliverability and verification failures. You will collaborate closely with the engineering and product teams, providing updates on SMS-related trends and challenges.

This role will involve reviewing messages exchanged between merchants and their customers, some of which may contain explicit content. As such, the ability to handle sensitive information discreetly and professionally is essential.

Responsibilities:

• Monitor internal communication channels and tooling for issue discovery, troubleshooting, and triage.
• Work with third-party vendors to resolve SMS deliverability issues, verification failures, and other operational challenges.
• Review and analyze SMS messages, ensuring compliance with regulations, while handling sensitive content responsibly.
• Assist in resolving operational issues related to messaging between merchants and their customers.
• Provide regular updates and insights to engineering and product teams regarding SMS performance, trends, and emerging issues.
• Collaborate with engineering and product teams to improve internal tooling and process.
• Maintain detailed logs of issues and resolutions to support continuous improvement efforts.

Qualifications:

• Bachelor Degree or equivalent years of relevant working experience.
• Minimum 1-2 years experience working in operations or technical support roles, preferably related to messaging.
• Strong analytical skills, especially working with data. Experience with SQL is required.
• Ability to work with internal tools to manage operational tasks efficiently.
• Experience handling and reviewing sensitive information.
• Strong communication skills, with the ability to relay technical information clearly to both technical and non-technical stakeholders.
• Familiarity with SMS deliverability, verification, and compliance standards is a plus.
• Strong organizational skills with attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Knowledge of industry regulations related to SMS, including spam prevention and content filtering practices would be a bonus.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.