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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in SMS registration and deliverability, including toll-free verification, 10DLC, and carrier filtering. Proficient in compliance operations and effective communication with technical and non-technical stakeholders.
Highest-signal resume keywords
SMS Registration and DeliverabilityRoot-Cause AnalysisCompliance OperationsTechnical Support CoordinationDocumentation Creation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SMS OperationsToll-Free Verification10DLC ManagementCarrier FilteringDelivery Receipts AnalysisSPFDKIMDMARCIncident DocumentationOperational Automation
Soft Skills
Strong Written CommunicationAttention to DetailGood JudgmentIndependent WorkStakeholder Communication
Industry Keywords
TelecommunicationsMessaging OperationsCompliance AuditsCustomer SupportTrust and Safety
About the role
Key responsibilities & impact- Investigate rejected, failed, delayed, or partially delivered SMS messages
- Analyze delivery receipts, provider responses, error codes, carrier behavior, and account configuration
- Diagnose issues related to customer setup, content, provider behavior, carrier filtering, account security controls, or potential product defects
- Manage toll-free number, 10DLC, Sender ID, and related SMS registration workflows
- Review business documentation for verification or number porting
- Investigate rejection patterns and recommend preventive actions
- Apply carrier policies, content restrictions, opt-in requirements, opt-out handling, and suppression rules
- Coordinate with SMS providers on verification delays, rejected submissions, delivery issues, and suspected provider-side incidents
- Support customer-impact remediation and escalate credit-impacting provider incidents to Billing
- Contribute to email and SMS deliverability and compliance operations
- Support SPF, DKIM, DMARC, domain/IP warmup, bounce monitoring, complaint monitoring, and blocklist prevention initiatives
- Participate in compliance audits and identify cross-channel deliverability patterns
- Establish standards for consent, suppression, sender identity, content compliance, escalation, and incident documentation
- Own complex deliverability and compliance cases from investigation through resolution
- Prepare escalation summaries with issue, impact, evidence, root-cause hypothesis, requested action, and next steps
- Coordinate with Support, Engineering, Product, Billing, Legal/Compliance, and external providers
- Contribute to post-incident reviews and track recurring issues
- Create and maintain playbooks, SOPs, templates, troubleshooting guides, and escalation workflows
- Improve SMS registration and approval processes
- Identify operational automation opportunities and turn recurring incidents into prevention measures or product/process changes
- Share knowledge with CX, Deliverability & Compliance, Product, and Engineering teams
- Explain technical topics to technical and non-technical audiences
- Provide Customer Support with accurate guidance and customer-ready language
- Communicate provider delays, verification decisions, compliance restrictions, and technical findings
- De-escalate customer-impacting situations and keep stakeholders informed
Requirements
What you’ll need- Experience in deliverability, messaging operations, SMS operations, telecommunications, technical support, compliance operations, trust and safety, or a related field
- Strong practical knowledge of SMS registration and deliverability, including toll-free verification, 10DLC, Sender ID, carrier filtering, delivery receipts, and provider workflows
- Familiarity with email deliverability concepts such as SPF, DKIM, DMARC, sender reputation, domain or IP warmup, bounces, and complaints
- Strong investigation and root-cause analysis skills
- Ability to manage complex operational cases from intake through resolution
- Experience coordinating escalations across Support, Engineering, Product, Billing, Compliance, or external providers
- Strong written communication skills and ability to create clear documentation
- Excellent attention to detail when reviewing account information, customer documentation, message content, provider responses, and incident evidence
- Ability to work independently while maintaining clear stakeholder communication
- Good judgment when applying policies and deciding when to escalate
Benefits
Comp & perks- An unlimited learning budget for self-improvement complying with the best interest of Omnisend
- Working methods and best practices inspired by the best tech companies in Silicon Valley
- Senior colleagues that enable us to have a high-performing, productive environment where your growth will accelerate
- Private health insurance
- Remote work possibilities
- Unlimited access to psychotherapy
- A workstation budget
- Personalized work anniversary gifts (house cleaning, spas, international flights & more that you choose depending on the year)
- Attractive workations and team-led team-building events