The Role
Own SMS carrier and provider operations, including 10DLC brand and campaign registrations, RCS agent applications, provisioning requests, and toll-free verification. Manage provider communications and tickets through resolution, track approval workflows, and coordinate with Customer Success, Support, Product, and Sales. Maintain operational runbooks and reporting on registration volumes, approval times, and rejection reasons while ensuring SMS deliverability and carrier compliance.
Summary Generated by Built In
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.
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. This role requires availability during Central or Eastern Time business hours.
What You’ll Do:
- 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
Skills and experience:
- 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
- Not required but preferred experience with the Twilio or Infobip consoles, the WhatsApp Business Platform, or RCS
- Understanding of SMS deliverability and carrier compliance concepts
The New York and California base salary for this full time position is between $66,000 - $80,000. Your exact starting salary is determined by a number of factors such as your experience, skills, and qualifications. In addition to base salary, we also offer a competitive equity program and comprehensive and inclusive benefits.
Qualities we look for:- Friendliness & Empathy
- Accountability & Collaboration
- Proactiveness & Urgency
- Growth Mindset & Love of Learning
In keeping with our beliefs and goals, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Above and beyond discrimination/harassment based on 'protected categories,' we also strive to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place in our workplace.
Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on OneSignal. Please inform us if you need assistance completing any forms or to otherwise participate in the application and/or interview process.
OneSignal collects and processes personal data submitted by job applicants in accordance with our Privacy Policy - including GDPR and CCPA compliance. Please see our privacy notice for job applicants.
Skills Required
- 1+ years of experience in telecom, messaging, trust and safety, or technical operations
- Direct experience with 10DLC registration or comparable regulated submission and approval work
- Strong organizational skills and persistence in moving approvals through slow queues
- Clear written communication and ability to provide precise status updates
- Ability to balance and prioritize multiple submissions and escalations
- Experience with Twilio or Infobip consoles, WhatsApp Business Platform, or RCS
- Understanding of SMS deliverability and carrier compliance concepts
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The Company
What We Do
OneSignal is the market-leading customer messaging and engagement solution, offering mobile and web push notifications, in-app messaging, SMS, and email. Our powerful multi-channel platform enables one million businesses to deliver over 8 billion messages daily. Powered by superior architecture, OneSignal is designed to scale with your business and deliver messages more quickly and reliably than the competition. By providing an open API, extensive documentation, free accounts, and intuitive personalization and analytics tools, we help businesses of all sizes provide a seamless messaging experience to create meaningful customer connections.
