SMS Specialist

OneSignal•San Mateo, CA

3d•Remote

About The Position

OneSignal is a leading omnichannel customer engagement solution, powering personalized customer journeys across mobile and web push notifications, in-app messaging, SMS, and email. On a mission to democratize customer engagement, we enable businesses to keep their 1.5B monthly active users engaged and up to date by delivering over 1.3T messages a year! 1 in 4 app publishers trust OneSignal to power their customer engagement! And we support companies in 140 countries! Our customers range from startups and small businesses just getting off the ground to established companies such as Live Nation, American Express, Whole Foods, Zynga, Bitcoin.com, and many more. We’re Series C, venture-backed by SignalFire, Rakuten Ventures, Y Combinator, HubSpot, and BAM Elevate. We offer remote work as the default option in the United States in California, Colorado, Massachusetts, New York, New Jersey, Oregon, Pennsylvania, Texas, Utah and Washington. As well as in the UK, Singapore, and Canada - with plans to expand the locations we support in the future. Some roles are hybrid roles and will be listed as such. We have offices in San Mateo, CA and London, UK, and offer flex seating options for employees to work together in-person in NY and other areas. Hiring in Singapore is done in partnership with a local EOR, and hiring in Canada is done in partnership with Rippling's EOR. OneSignal has a lot of the great tech startup qualities you'd expect, but we don't stop there. Our massive scale and small team, emphasis on collaboration, and focus on ownership and personal growth make OneSignal a uniquely great place to work. About The Team: OneSignal is hiring an SMS Specialist to own the carrier and provider operations behind our SMS business. As the SMS Specialist, you'll run 10DLC registration, RCS agent applications, and the day-to-day relationship with Twilio, Infobip, and potential future vendors to get our customers live and keep them compliant. You will take a detail-first, operational approach to moving submissions through approval queues that don't move on their own. The SMS Specialist role is a perfect role for someone who is relentlessly organized, enjoys owning a process end to end, and takes satisfaction in unblocking other people.

Requirements

1+ years in a telecom, messaging, trust and safety, or technical operations role
Direct experience with 10DLC registration, or comparable regulated submission and approval work
Strong organizational skills, with the persistence to move an approval through a slow queue
Clear written communication, with the ability to give another team a precise status the first time they ask
Ability to balance and prioritize multiple submissions and escalations at once

Nice To Haves

Experience with the Twilio or Infobip consoles, the WhatsApp Business Platform, or RCS
Understanding of SMS deliverability and carrier compliance concepts

Responsibilities

Submit and track 10DLC brand and campaign registrations end to end, including the vetting, rejection, and resubmission loop
Own day-to-day operational communication with third party providers, driving provider tickets to closure rather than letting them sit
Prepare and submit RCS agent applications and manage the approval pipeline through to a decision
Track provisioning requests including numbers, short codes, sender IDs, and toll-free verification
Work cross-functionally with Customer Success, Support, Product, and Sales to make registration status visible without them having to ask
Maintain runbooks and reporting on registration volume, approval times, and rejection reasons as carrier and provider requirements change