WHAT YOU’LL DO

Global Services and Support (GSS) Operations strives to protect the investment in our Technical Support and Professional Services offerings by ensuring that our business partners have the insight, tools, and processes they need to run effectively and efficiently. Our organization is in an exciting transformative phase and you will have the potential for tremendous growth and leadership opportunities as Braze continues to expand. We are looking for someone who is highly motivated to make a difference, hands-on, and excited to grow with us.

SMS is a channel where there are different rules and regulations per country and there will be an opportunity for the specialist to streamline the tools and processes, per country, to underpin our SMS onboarding experience. You will be responsible for customer provisioning for SMS and Email for Braze customers, collaborate with a diverse cast across GTM teams, Product, Sales, RevOps, Growth, Alliances and our SMS partners. You’ll also be involved in other strategic initiatives critical to scaling our fast growing team. If you’re obsessed with problem solving, measuring success and surfacing opportunities through data, we want to meet you!

Operational Excellence

• Configure our customers’ SMS channel capability, including code procurement, globally
• Collaborate with our SMS aggregators to achieve timely delivery of codes and also manage code inventory to achieve setup target times.
• Recurrent meetings with SMS aggregators to get latest updates on deliverability and marketing changes.
• Be knowledgeable of market requirements for SMS and guide our customers and internal stakeholders through the setup process.
• Work with Braze’s resellers and onboarding partners acting as the main point of contact for SMS provisioning.
• Maintain and update documentation such as best practices, compliance and playbooks to support scalability.
• Maintain and update country specific documentation to show differences in SMS deliverability globally and to provide expertise on this information internally.
• Surface data, process and technology issues through identification, measurement and monitoring of our operations to the team.
• Highlight any room for improvement within our existing workflows and where automation can benefit the team.
• Possessing good communication skills and be comfortable having interaction with customers and internal stakeholders related to provisioning

WHO YOU ARE

• You’re capable of learning quickly and mastering complicated systems and manual processes
• Your attention to detail and accuracy is evident in all that you do; you possess a strong completer-finisher attitude
• You’re empathetic and customer-centric
• You’re process-oriented and enjoy the clarity of well documented processes and best practices that bring structure to chaos
• You’re capable of working independently but also energized from working within a team and cross-functionally to help achieve the company's goals
• You embrace automation and are committed to continuous improvement
• You want to help our Support and Services teams build the path to scale
• Great communication skills, able to work with, influence & align with multiple stakeholders

WHAT YOU HAVE

• Bachelor’s Degree (or similar experience-based proficiency level)
• 1-3 years experience in an operational role or customer support role with a technical product, ideally in a SaaS, mobile or marketing automation oriented company
• Familiarity working with SMS and email channels a plus
• Excellent communication skills, able to work with, influence and align with multiple stakeholders
• Strong written and verbal English skills are essential.
• A desire to be hands-on in your daily work and drive accuracy through personal performance
• A strong mindset of problem-solving with multiple operational tools
• An understanding of the importance of analytical reporting to demonstrate progression towards your goals
• Analytically driven with Excel expertise and SQL skills a plus
• Bonus Points:
• Knowledge of the Braze ecosystem.
• Experience with other tools like Looker, Slackbots, Salesforce, etc.