Mobile Messaging Operations Specialist

hace 4 semanas

Madrid, Madrid, España Dotdigital A tiempo completo
About Us

At Dotdigital, we're a global community of passionate professionals dedicated to the collective success of our organization and clients.

Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work.

We foster a work environment that encourages knowledge sharing, exploration, and creative ideas, paving the way for meaningful connections and learning opportunities with diverse peers.

Our shared vision is to empower brands worldwide to exceed customer expectations through responsible marketing practices.

The Product

Dotdigital is an all-in-one customer experience and data platform (CXDP) that enables marketing teams to deliver highly personalized cross-channel journeys.

With our platform, marketers can seamlessly unify, enrich, and segment customer data, breaking down data silos and streamlining decision-making.

We provide powerful AI capabilities that make it easy to automate deeply personalized experiences across various channels, including web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the Role

We're seeking a Mobile Messaging Operations Specialist to support our customers globally in the successful utilization of SMS, MMS, and other mobile messaging forms.

The ideal candidate should demonstrate strong expertise in commercial A2P or enterprise SMS messaging operations.

Knowledge of the nuances of the US SMS landscape, including consent management, S.H.A.F.T., and relevant application processes, is strongly preferred.

After completing the onboarding process, the successful applicant will work primarily within US Eastern Time business hours (9am - 5.30pm US Eastern) to provide prompt support to our Americas team and customers during their workday.

Key Responsibilities

  1. Respond to customer inquiries, requests, and needs, including troubleshooting mobile messaging delivery anomalies.
  2. Raise, progress, and escalate tickets with suppliers and assign numbers to customer accounts.
  3. Review customer applications to ensure compliance with best practices, minimizing the number of revision steps to optimize application success rates.
  4. Communicate account setup requirements and expectations clearly with internal stakeholders.
  5. Identify recurring patterns in request types, triggering the creation of reusable resources to enhance global mobile messaging support.
  6. Enable other Dotdigital teams in effectively managing customer expectations and experience throughout the customer journey.
  7. Work to gain a deep understanding of customers' business and operational objectives.
  8. Assist in developing metrics to evaluate the impact of successful implementations.
  9. Collaborate to streamline operational tasks in real-time.
  10. Support global mobile messaging operations.
  11. Foster and maintain industry relationships to facilitate escalations.
  12. Contribute to thought leadership through participation in industry associations.

About You

We're looking for a candidate with 2-3 years of hands-on experience in the mobile industry, specifically with A2P SMS/MMS, and a comprehensive familiarity with suppliers, vendors, and their processes.

The ideal candidate should have proven strong customer service experience, an in-depth understanding of mobile messaging within both the digital marketing and telecommunications ecosystems, and the ability to independently research and navigate regional complexities of mobile messaging.

We're looking for a self-motivated, decisive, and proactive individual who is adaptable in a rapidly shifting industry and can keep up with breaking news.

Excellent written communication skills, the ability to prioritize competing tasks, and a willingness to work with customers in multiple time zones are essential.

We value a creative thinker and problem solver who enthusiastically delves into delivery-related challenges and is a dedicated team player ready to adapt priorities for the team's overall success.

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