Mobile Messaging Operations Specialist

**About Us**:
**The Company**:Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its 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. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

**About the Role**:
After completing the onboarding process, the successful applicant will be expected to work primarily within US Eastern Time business hours (9am - 5.30pm US Eastern). This is to provide prompt support to our Americas team and customers during their work day, and allow for progression of tasks when our regional suppliers are online. While occasional flexibility may be accommodated with advanced notice, be aware that this role requires working outside of your standard local hours:

- SA working hours - 16:00 - 00:30
- UK working hours - 14:00 - 22:30
- PL working hours - 15:00 - 23:30

please note: the hours might vary slightly due to clocks changing

Key responsibilities include:

- Responding to customer inquiries, requests, and needs, including troubleshooting mobile messaging delivery anomalies
- Raising, progressing, and escalating tickets with suppliers and assigning numbers to customer accounts
- Communicating account setup requirements and expectations clearly with internal stakeholders
- Identifying recurring patterns in request types, triggering creation of reusable resources to enhance global mobile messaging support
- Enabling other Dotdigital teams in effectively managing customer expectations and experience throughout the customer journey
- Working to gain a deep understanding of customers' business and operational objectives
- Assisting in developing metrics to evaluate the impact of successful implementations
- Collaborating to streamline operational tasks in real-time
- Supporting global mobile messaging operations
- Fostering and maintaining industry relationships to facilitate escalations
- Contributing to thought leadership through participation in industry associations

**About you**:

- 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
- Proven strong customer service experience
- In-depth understanding of mobile messaging within both the digital marketing and telecommunications ecosystems
- Ability to independently research and navigate regional complexities of mobile messaging including network restrictions, legislative requirements and consent best practices
- Experience with journey and diagnostic testing
- Self-motivated, decisive, and proactive approach
- Adaptable in a rapidly shifting industry and able to keep up with breaking news
- Excellent written communication skills
- Skilled in prioritizing competing tasks, maintaining a sense of urgency, taking accountability, and operating with transparency
- Willingness to work with customers in multiple time zones and demonstrate flexibility in working schedule, while also valuing personal time
- Appreciative of the importance of thorough documentation - both writing and using it
- A creative thinker and problem solver who enthusiastically delves into delivery related challenges
- A dedicated team player, ready to adapt priorities for the team's overall success

**Why Us**:
Don’t just take our word for it - hear what your future colleagues have to say about working in our team:
**Tam - Head of Messaging Operations**

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**Interview Process**:

- 15min Screening Call with Team Talent
- Interview 1: 30min conversation with a team member to quiz your mobile messaging knowledge
- Interview 2: 1hr conversation with Messaging Operations leadership diving deeper into your expertise
- Interview 3: 1hr conversation with leadership to make sure we’re a perfect fit for each other

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**Some of Our Global Benefits**:

- Parental leave
- Medical benefits
- Paid sick leave
- Dotdigital day
- Share reward
- Wellbeing reward
- Wellbeing Days
- Loyalty reward

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**DEI commitment**:
**Legal statement **: