Production Build Specialist

Drips•Cleveland, OH

8d•Remote

About The Position

The Production Build Specialist role sits at the center of how campaigns are configured and supported at Drips. Drips engages people in two-way, compliance-governed SMS conversations. Their proprietary platform lets clients design conversations, schedule outreach, and route responses so the right messages reach the right people at the right time. As a Production Build Specialist, you configure customer campaigns in our proprietary software and keep them running smoothly. This is a great opportunity to build technical and operational skills at a fast-growing company: you'll succeed here by staying organized, following process carefully, and being willing to learn a system that doesn’t have an equivalent anywhere else. No coding or software engineering background is required to get started, and this role is well-suited to entry-level candidates — though prior experience in a technical, operations, or support-focused role is a plus.

Requirements

Exceptional organization: you can manage a steady queue of requests, prioritize competing work, and keep things moving without dropping tasks. This is the single most important trait for this role.
Comfort with structured data: reading and editing JSON (or similar formats like XML or CSV), and using spreadsheets to track and organize configuration details.
Willingness and ability to learn proprietary software: you can pick up new interfaces, understand how settings fit together, and follow documentation without prior exposure to our specific tools.
Strong attention to detail: you catch mismatched IDs, incorrect mappings, and inconsistent rules before they cause issues.
Good problem-solving and communication skills: you ask clarifying questions when requirements are unclear, and can explain what you changed in plain language to non-technical partners.

Nice To Haves

Experience configuring a similar type of system (marketing automation platforms, CRMs, dialers, or comparable workflow/rules-based tools).
Experience with Salesforce or a similar CRM — not required, since we'll train you on our own platform, but a plus if you have it.
Experience managing a ticket queue or support caseload (help desk, IT support, customer service, or similar) — the skill of triaging and working through a queue transfers directly to this role.
Experience running outreach campaigns of any kind (email, SMS, call center, etc.).
Basic familiarity with a scripting or query language — not required, but a plus.
Experience processing audio files (trimming, exporting, or organizing files) for use in phone systems or other customer outreach tools.
Background in a technical, operations, or configuration-heavy role (IT support, marketing operations, QA, data operations, or similar).

Responsibilities

Set up and update projects in our internal tools (Drips’ platform), so campaigns send the right messages, at the right time, to the right audience.
Work through a queue of support requests (cases) from internal teams and occasionally clients — making changes, fixing issues, and answering “how do we do this in Drips?” questions.
Act as a problem-solver: when a request is vague, you help translate business objectives (e.g., “we need to follow up on missed calls”) into concrete configuration choices in the software.
Build and update campaign workflows in our internal tools:
Set up outreach schedules (when messages or calls go out).
Configure branching logic and actions based on how people respond.
Attach and map audio files for outbound calls.
Work with JSON-based configuration files to define campaign behavior (for example, mapping inputs and outputs, configuring rules, or connecting to other systems).
Occasionally use simple scripts or structured data files to support configuration, data prep, or bulk updates.
Manage a steady flow of cases (requests) in our ticketing system from internal partners like Client Success and Operations.
For each case, understand what the requester is trying to accomplish (e.g., new campaign, change to messaging, routing adjustment) and decide what needs to change in the platform.
Make updates, test them, and clearly document what you did so others can follow the history of the campaign.
When a request is underspecified (for example, “we just want more people to answer calls”), ask the right questions and suggest how best to use the platform to achieve that goal.
Recommend practical options for:
How many messages to send and on what schedule.
How to route calls and responses (e.g., when to transfer to a call center, when to stop outreach).
How to structure the campaign so it’s maintainable and easy to adjust later.
Balance client goals, technical constraints, and operational reality when recommending a path forward.
Run basic tests after you configure or change a campaign to make sure it behaves as expected (for example, checking that messages send in the right order, or that an audio file plays correctly).
Investigate issues reported by internal teams (e.g., “this flow isn’t behaving as expected”) by checking configurations.
Work with peers in QA and other teams when a problem requires deeper investigation.