Contract Twilio SMS Implementation Specialist

Customer.io; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

An innovative firm is seeking a talented individual to join their team in a remote role focused on Twilio SMS setup and support. This position involves configuring new Twilio accounts, provisioning phone numbers, and ensuring a seamless customer experience through effective documentation and training. With a flexible schedule and the potential for a permanent position after a successful contract period, this role offers an exciting opportunity to contribute to a dynamic team. If you're passionate about customer support and technology, this could be the perfect fit for you!

Benefits

Remote work

Flexible hours

Supportive environment

Potential for permanent position

Competitive pay

Qualifications

• Familiarity with Twilio SMS setup and configuration is essential.
• Strong communication and documentation skills are required.

Responsibilities

• Set up and configure new Twilio accounts and provision SMS numbers.
• Create documentation and train internal teams for smooth operations.

Skills

Twilio SMS setup

Customer support experience

Technical onboarding experience

API understanding

Communication skills

Documentation skills

Job description

Hi there! I'm Maria, GTM Recruiter at Customer.io. We're looking for someone great to join our team to help set up and support Twilio SMS for customers. You’ll handle new Twilio account setups, provision phone numbers, and connect these accounts to our internal platform. You’ll also create documentation and train internal teams, ensuring a smooth customer experience.

Key Responsibilities

• Account Setup: Manually create and configure new Twilio accounts, provision SMS numbers, and connect them to our platform via API keys.
• Support & Troubleshooting: Serve as the go-to resource for Twilio SMS questions, resolving issues and escalating when needed.
• Documentation & Training: Work with Customer Success (CS) and Technical Support (TS) to build user-friendly guides, FAQs, and best practices.
• Collaboration: Partner with team leads and stakeholders to streamline processes, communicate updates, and maintain service quality.

What Makes This Role Appealing

• Remote & Flexible Hours: We welcome Americas-based candidates who value a flexible schedule that fits their lifestyle.
• Streamlined Hiring Process: We aim to keep interviews quick and straightforward, providing clear next steps at each stage.
• Supportive Environment: You won’t feel isolated here. We have well-defined points of contact within our CX and TS teams, plus regular check-ins and leadership support to ensure you have the guidance you need.
• Potential for Conversion: Outstanding performance in this 3–6 month contract role may lead to a permanent position within our team.
• Competitive Pay: We are offering an hourly rate of $50 (or equivalent in local currency) depending on experience and subject to market rate adjustment.

Qualifications

• Familiarity with Twilio (especially SMS) setup and configuration.
• Customer support or technical onboarding experience.
• Basic understanding of APIs and willingness to learn new tools.
• Strong communication and documentation skills.
• Must be Americas-based with availability for a 3–6 month full-time contract.

About Customer.io

Our mission at Customer.io is to power automated communication that people like to receive. Today over 7,500 internet businesses use Customer.io to manage, send, and track the performance of emails, SMS, push notifications, and in-app messages. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

How to apply

Apply at the link below and tell us why you're interested in the position! We plan to respond to all applicants with a status update about your application.

At Customer.io, we prioritize authentic interest and applications in our hiring process. To ensure fairness and integrity, the use of AI or automation during interviews or assessments is prohibited. Candidates who do not adhere to this will be removed from consideration.

Here's what you can expect from our hiring process:

• 30-minute video call with a Recruiter
• 45-minute video call with the Hiring Manager

Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead.