SMS Compliance and Operations Specialist

At Infobip, we dream big. We value creativity, persistence, and innovation, passionately believing that it is through teamwork that we can all reach greater heights.

Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 75+ offices on six continents, Infobip’s platform is used by almost 80% of the population, making it the largest network of its kind and the only full-stack cloud communication platform globally.

Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

As the SMS Compliance & Operations Specialist, you’ll support internal and external customers as it relates to U.S. messaging campaigns. You’ll ensure that all compliance standards are upheld – bringing carrier satisfaction and maintaining direct connections – while delivering in an accurate and timely manner. You’ll focus on key clients and be autonomous in your daily tasks.

More About What You’ll Be Doing:

Reporting and Analysis

• Monitor our operations to identify and raise issues with data, process, and technology.

• Maintain all campaign review Service Level Agreements (SLAs), as defined by our client contracts and/or internal SLAs.

Troubleshooting and Support

• Able to troubleshoot in cases where existing sender setups aren’t working or assist with specific MNO-related registration issues.

• Answer inquiries regarding senders and help stakeholders through the registration process.

• Review complex use cases and provide next steps for stakeholders.

• Properly identify and implement escalations as needed for specific use cases.

• Ability to assist on simple, less complex customer calls.

Ensure High-Level of Customer Satisfaction

• Serve as a trusted resource by delivering on service requests with the utmost quality and customer satisfaction.

Focus on Continuous Development

• Contribute and support documentation (e.g., delivery best practices, compliance, and playbooks) to support repeatability as we scale for growth.

• Keep abreast of industry changes and maintain knowledge of compliance standards; participate in training and Continuing Education sessions as it relates to your role.

• Be fully versed on processes and tool functionalities, providing feedback on feature updates and enhancements. Support education sessions with team members.

What you bring to the table:

• Attention to detail and the ability to follow processes is a must-have for this role.

• You’re agile and able to shift priorities quickly; you enjoy multi-tasking.

• Thrives in a variety of day-to-day tasks and is able to pivot with ease.

• Is resourceful; knows when to ask questions and where to go for information.

• Prior experience with onboarding new customers is a plus. This role is customer focused and highly customer centric.

• Team player with strong interpersonal / communication skills (both verbal and written).

• Prior experience working in Sales, Customer Success, Customer Experience, Customer Support, Operations, or Compliance is a plus.

• Strong experience in Account Management and client-facing roles where you’ve built and maintained solid business relationships.

• Ability to interact with all levels of the organization.

Why our employees choose us (and stay)?

• Learn as you grow – starting from an onboarding program to internal education, training resources, e-learning, to external education -- we invest heavily in employee learning and development.

• Awesome clients – We serve and partner with most leading mobile operators, OTTs, brands, banks, social networks, aggregators and more. You can look forward to working with the likes of Vodafone, WhatsApp, Uber, and many more.

• Great environment – Team spirit, passion, creativity, persistence, and collaboration are the drivers of our company.

• Connect globally – Work with Bippers, teams, and partners from all over the world. We put the “global” in globalization.

• Opportunity Knocks. Often. – Being a part of a growing company in a growing industry, we challenge you to grow! Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve.

• Never a dull moment – We work with powerful companies with great impact which pushes us to work on the highest possible level. Work on uncharted challenges and push boundaries daily.

Additional Information

Salary Range: $60,000 to $75,000 USD annual base salary (the salary of the finalist selected for this role will be based on a variety of factors, including but not limited to internal equity, job-related knowledge, experience, education, and skillset). This position also has the opportunity for higher earning potential based on a variable compensation plan.

Benefits & Perks : Medical, Dental, and Vision insurance; Basic life insurance; 401(k) plan participation with company match; Short-term and long-term disability insurance; Wellness plan of up to $500/year pro-rated based on hire date; PTO: Accrual of up to twenty-three (23) vacation days per year, accrual of up to nine (9) sick days per year, plus carryover of up to nine (9) sick days annually; Additional leave time for marriage, relocation, bereavement, and other major life events; Twelve (12) weeks of paid parental leave); Participation in employee share ownership plan (ESOP); Fourteen (14) paid holidays annually.

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