Messaging Operations Specialist

About Braze

At Braze, we’re a genuinely approachable, exceptionally kind, and intensely passionate team. We thrive on setting high standards, championing teamwork, and creating work-life harmony as we grow globally while promoting equity and opportunity inside and outside our organization. We encourage autonomy, accountability, and openness to new perspectives, and our curiosity drives continuous learning and collaboration. If you’re driven to solve exciting challenges and take action in a changing environment, you’ll have the opportunity to make a real impact with a sharp, supportive team.

What you’ll do

Messaging is a complex, highly regulated landscape that varies by country and channel. This role offers an opportunity to streamline tools and processes to underpin our Messaging onboarding experience across channels such as SMS/MMS, RCS (RBM), and WhatsApp. You will be responsible for provisioning messaging channels for customers, collaborating with GTM teams, Product, Sales, RevOps, Growth, Alliances, and technology partners. You’ll also contribute to 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’ messaging channel capability, including SMS code procurement, globally
• Collaborate with messaging aggregators to ensure timely delivery of codes and manage code inventory to meet setup target times
• Hold recurrent meetings with messaging aggregators to receive updates on deliverability and marketing changes
• Be knowledgeable of market requirements for SMS and guide customers and internal stakeholders through the setup process
• Work with Braze’s resellers and onboarding partners as the main point of contact for SMS provisioning
• Maintain and update documentation such as best practices, compliance, and playbooks to support scalability
• Maintain country-specific documentation to reflect differences in SMS deliverability globally and provide internal expertise
• Surface data, process, and technology issues through identification, measurement, and monitoring of operations
• Highlight opportunities for improvement within existing workflows and identify where automation can help
• Communicate effectively with customers and internal stakeholders related to provisioning

Who you are

• You learn quickly and can master complicated systems and manual processes
• Your attention to detail and accuracy are evident; you have a strong completer-finisher mindset
• You’re empathetic and customer-centric
• You’re process-oriented and value well-documented processes and best practices
• You can work independently but are energized by cross-functional teamwork to achieve company goals
• You embrace automation and are committed to continuous improvement
• You want to help our Support and Services teams scale
• Excellent communication skills; able to influence and align with multiple stakeholders

What you have

• 1–3 years of experience in an operational or customer support role with a technical product, ideally in SaaS, mobile, or marketing automation
• Familiarity with SMS and email channels is a plus
• Excellent communication skills; able to work with, influence, and align with multiple stakeholders
• Excellent command of the English language
• Hands-on attitude and a focus on accuracy through personal performance
• Strong problem-solving mindset with multiple operational tools
• Understanding of analytical reporting to demonstrate progression toward goals
• Analytically driven with Excel expertise; SQL skills are a plus
• Bonus Points:
  • Knowledge of the Braze ecosystem
  • Experience with tools like Looker, Slackbots, Salesforce, etc.

What we offer

Braze benefits vary by location. Review our specific benefits for your country. More details on benefits plans will be provided if you receive an offer of employment. We provide comprehensive benefits and hybrid working options to support work-life harmony, including:

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Medical, dental, vision, life, and disability coverage
• Family services including fertility benefits and equal paid parental leave
• Professional development with formal career pathing, learning platforms, and a yearly learning stipend
• Curated in-office experience to foster community, team connections, and innovation
• Opportunities to give back through Volunteer Week and donation matching
• Employee Resource Groups offering supportive communities
• Collaborative, transparent, and fun culture recognized as a Great Place to Work

About Braze

Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging. Braze helps brands deliver great customer experiences that drive value for both consumers and businesses. Built on a foundation of composable intelligence, BrazeAI enables marketers to combine and activate AI agents, models, and features at every touchpoint within the Braze Customer Engagement Platform for smarter, faster, and more meaningful engagement. From cross-channel messaging and journey orchestration to AI-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.

The company has been recognized as a Leader in marketing technology and has received multiple industry accolades, including being named a best workplace by various organizations. Braze is headquartered in New York with offices worldwide.

BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER

At Braze, we strive to create equitable growth and opportunities inside and outside the organization. We are committed to a fair, accessible, and inclusive experience for all candidates, regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or veteran status. We welcome you to apply and to showcase what makes you, you.

Please see our Candidate Privacy Policy for information on how Braze processes your personal information during the recruitment process and, if applicable, how you can exercise privacy rights.