Responsibilities

• Support Clients & Stakeholders: Serve as a day-to-day operational point of contact for clients and internal stakeholders, managing routine communications, status updates, follow-ups, and request tracking, and ensuring tasks are documented, routed, and resolved in a timely manner.
• Support Email Operations: Assist with account setup, implementation, and onboarding execution for new clients; own a subset of lower-complexity accounts for routine operational support; and perform daily monitoring of email performance and deliverability indicators, escalating bounce, complaint, or traffic anomalies as needed.
• Support SMS Operations: Support SMS onboarding, integrations, and application setup (10DLC / Short Code); monitor daily SMS performance and data quality; and assist with requirement gathering and coordination across stakeholders.
• Drive Analytics & Monitoring: Review daily analytics across Email and SMS to identify anomalies, performance shifts, or operational risks; prepare recurring reporting packages and first-pass summaries; and support launch readiness checks to validate operational requirements before go-live.
• Own Documentation & Process: Maintain SOPs, runbooks, onboarding checklists, and client-specific operational documentation; own intake and triage of routine tickets; and support incident coordination by documenting issues and tracking actions.
• Provide Coverage & Continuity: Provide backup coverage for routine operational tasks across Email and SMS during PTO, absences, or workload spikes, helping close a key single-point-of-failure risk for the team.

Requirements

• A Detail-Oriented Operator: You bring 1–3 years of experience in operations, client support, campaign/channel management, or a related coordination role, and can manage multiple concurrent requests without dropping details.
• Data-Curious: You're comfortable working with performance dashboards and reporting to spot trends, anomalies, and early warning signs across channels.
• Emerging Deliverability Knowledge: You have some familiarity with email deliverability concepts (bounce rates, complaints, domain/IP reputation) or are eager to build that expertise on the job.
• SMS/Compliance-Aware: You have exposure to, or interest in learning, SMS compliance and setup requirements such as 10DLC and Short Code registration.
• Platform-Comfortable: You have experience with, or are quick to learn, ESPs, CPaaS platforms (e.g., Twilio), or marketing operations tooling.
• A Clear Communicator: You write and speak clearly and professionally with clients and internal stakeholders, and you're comfortable operating under senior guidance while building toward independent ownership.
• Technology fluent : You are comfortable working with SQL and Python for basic data explorations and automations

Benefits

• Flexible vacation
• Medical/dental/vision insurance
• Traditional/Roth retirement savings options
• Company-paid disability and life insurance
• Flexible Spending Account & Limited FSA
• Family-friendly parental leave, volunteer and voting time off
• On-demand wellness platform access for you and 5 friends and family
• PerkSpot discount program for 900+ merchants nationwide