SMS Deliverability Specialist (Hub)

| Greater Denver Area
Employer Provided Salary: $86,400-$129,600 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit careers.klaviyo.com to see how we empower creators to own their own destiny.

SMS Deliverability is a core pillar to our customers’ success in delivering the right messages to the right people at the right time. The SMS Deliverability Specialists provide technical deliverability support to our customers by root causing carrier, vendor, and customer issues and providing solutions to support sending best practices. SMS Deliverability Specialists ensure that Klaviyo customers are always up to date with the most recent sending best practices. 

We are looking for an SMS Deliverability Specialist who is excited about providing the best support to customers who are scaling their businesses with Klaviyo by demystifying deliverability and leveraging it as a tool for sustainable growth. 

How You'll Make a Difference:

  • Establish and maintain documentation such as delivery best practices and troubleshooting playbooks to support customers in running a successful SMS program
  • Identify and rectify data, process, and technology issues through proactive monitoring of our operations
  • Provide proactive SMS/MMS delivery support to our customers and our internal teams
  • Assist customers with blockers, complaints, and issues with carriers
  • Manage SMS partners to achieve timely resolutions for customers
  • Take an active role in thought leadership through writing blogs, articles, and participating in webinars
  • Partner with cross-functional teams to improve efficiency, process, and performance to accelerate achievement of Klaviyo’s business goals

  Who you are…

  • You are curious, willing to dig deep, and have a knack for identifying trends and patterns.
  • You are a strategic thinker who excels in execution, establishing priorities and meeting swift deadlines in a rapidly changing environment.
  • You are proactive and self-motivated to identify and solve problems; you’re comfortable with a high degree of responsibility and autonomy.
  • You’re capable of learning quickly and mastering complicated systems and manual processes.
  • You are persistent in the pursuit of data and answers.
  • You’re empathetic and customer-first.
  • Your attention to detail and accuracy is evident in all that you do.
  • You’re comfortable working independently and with multiple internal teams, as well as building/maintaining relationships with cross functional and geographically dispersed teams and vendors.
  • You are energized by supporting teammates in achieving mutual goals; you have a passion for driving measurable impact in a dynamic environment.
  • You want to help our Sales, Support and Success teams build the path to scale.
  • You strive to communicate brilliantly whether it’s in a meeting, an email, a slide deck, or a spreadsheet.

What you have…

  • 2-3 years or equivalent experience in an operations role at a tech company with a technical product, preferably in the CPaaS space
  • Extensive knowledge of the SMS and MMS deliverability ecosystem and technologies across various sending mechanisms like Alphanumeric Sender IDs, short codes, toll free numbers, etc
  • Comfort and familiarity with managing projects from start to finish, and driving deliverables from other stakeholders
  • Excellent communication skills, able to work with, influence and align with multiple stakeholders
  • A desire to be hands-on in your daily work and drive accuracy through personal performance
  • Excel expertise (e.g. vlookup, sumifs, table formulas)
  • Experience modeling complex problems, both conceptually and tactically (spreadsheets, analysis tools, visualization)

What would be a bonus

  • Technical Writing/Blogging and Training Experience
  • Familiarity with Message APIs and interpreting developer documentation

#LI-Hybrid #LI-CR1 #Boston #Denver

The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.

Pay Range For US Locations:

$86,400$129,600 USD

Get to Know Klaviyo

We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.

Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.

IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls. If you suspect a fraudulent job posting or receive suspicious communications that appear to be from our company, please contact us immediately at [email protected].

You can find our Job Applicant Privacy Notice here.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • RedisDatabases

Location

Our Denver hub is located in the bustling LoHi neighborhood, easily accessible by car or public transportation, and a short walk from some of the city’s best bars and restaurants.

An Insider's view of Klaviyo

What's something quirky about your company?

There are a lot of quirky things about Klaviyo - from our love for Nicolas Cage to our need to use gifs and emojis in any and all communications. But the quirkiest, or most unexpected, thing about Klaviyo is how kind, genuine, and caring each person is here. Every day you’ll have the opportunity to work with folks that truly care.

Natalie

Senior New Hire Specialist

How do you collaborate with other teams in the company?

One of the great things about working at Klaviyo is that I get to work with amazing people from across the organization. While working in Finance isn’t intuitively a role that involves a lot of collaboration - Klaviyo’s finance team has regular interactions and team syncs with Sales Ops, Customer Support and the People Team!

Tai

Senior Billing Specialist

How do you empower your team to be more creative?

We give people the means to learn, be it an unlimited budget for books or whatever is going to make you better. We’re going to give engineers the ability to go to conferences of their choice — this is a deeply personal thing that people need to be passionate about and be able to learn.

Allen

Chief Technology Officer

What are Klaviyo Perks + Benefits

Klaviyo Benefits Overview

Klaviyo values our employees' health, wellbeing, and professional development. We take pride in our benefits, programs and perks. One of our core values is "Klaviyos are always learning." We offer a robust learning stipend to bolster your professional interests (or learn a new language), leadership training to all Klaviyos (including individual contributors and managers), coaching for all Klaviyos, and a book reimbursement policy. Additional benefits include flexible paid time off, employee referral bonuses, commuter/transit expenses, fitness reimbursements, premium mental and emotional wellbeing programming, and a fun company atmosphere. Diversity, equity and inclusion is woven throughout our Klaviyo fabric - from Klaviyo Resource Groups to company-wide programming. Over 70 percent of our employees participate in one of our ten global Klaviyo Resource Groups! We also offer competitive salaries and 401K match through Principal.

Culture
Volunteer in local community
Klaviyos are offered paid time off to volunteer in their local community. In 2022 we volunteered with local organizations like Build Boston, Cradles to Crayons, and the Emerald Necklace Conservancy.
Partners with nonprofits
All our Klaviyo Resource Groups are provided a donation budget for mission aligned causes. Our TA team also partners with nonprofits like Thrive Scholars, and Hack Diversity, and the Upward Project.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Klaviyo provides employees with a flexible work schedule that includes core hours, flexible start and end times.
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Klaviyo has made significant investment in diversifying our management team at every level, from first level leaders and our executive leadership team to our Board of Directors.
Mandated unconscious bias training
Unconscious bias is embedded into all of our trainings - from interview to manager trainings. This is not a one-time thing, but a continuous area of focus and commitment for us.
Mean gender pay gap below 10%
Diversity employee resource groups
We have a robust resource group community at Klaviyo. We foster events that teach around intersectionality so we can all learn and grow together. Each department also offers unique programming.
Hiring practices that promote diversity
We have policies in place to ensure a fair and equitable hiring process, while also customizing recruiting strategies for specific roles because we know it's not a one-size fits all.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Klaviyo's healthcare & dependent care FSAs help employees cover out-of-pocket medical, dental and vision expenses, as well as qualified childcare expenses with contributions up to the IRS maximum.
Disability insurance
Our short and long term disability insurance benefit pays 60% of an employee's annual salary (OTE if applicable). We also cover the 40% gap in pay for the first 6 weeks of any approved medical claim.
Dental insurance
Our dental plan covers : 100% for preventative care, 80% for basic restorative, 50% for major restorative. As well as services like adult orthodontics.
Vision insurance
Our vision benefit plan offers access to enhanced plus providers, as well as 100% coverage for annual eye exams with $150 allowance for glasses and contact lenses each.
Health insurance
Klaviyo offers 3 health insurance plans with BCBS. Employees who select the High Deductible Health Plan receive up to $2,000/year to fund a Health Savings Account.
Life insurance
Life insurance is equal to 1 times an employee's annual salary up to $300,000. Additionally, Accidental Death & Dismemberment coverage is offered equal to the group life benefit.
Wellness programs
Klaviyos may be reimbursed up to $200 for online and app-based classes, exercise equipment, financial health programs, etc. Additionally, BCBS provides Klaviyos up to $150 / year for fitness expenses.
Mental health benefits
We offer robust and comprehensive mental and emotional well-being programming through Modern Health. Customizable care encompasses therapy, coaching, self-paced courses and more.
Financial & Retirement
401(K)
Klaviyo's 401k plan offers stocks, bonds and international index funds to choose from.
401(K) matching
Klaviyo's 401(k) retirement plan matches an employee's contributions up to 4% of their annual base salary, with immediate vesting for matched contributions.
Company equity
Klaviyo offers equity packages to all full time employees, vesting over a four-year period.
Child Care & Parental Leave Benefits
Generous parental leave
Klaviyo guarantees all new parents (birth, adoption, foster care) 16 weeks of 100% paid parental leave, with an additional medical recovery leave for birthing parents.
Family medical leave
Klaviyo offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
We have an unlimited flexible paid time off policy and employees are encouraged to take a minimum of 4 weeks off per year.
Paid volunteer time
In line with our value to make the world more equitable, Klaviyos are encouraged to use their flexible paid time off policy to volunteer and give back to their local communities.
Paid holidays
Paid sick days
Klaviyos can leverage their flexible paid time off when experiencing an illness.
Office Perks
Commuter benefits
Klaviyo offers tax preferred transit and parking plans for employees in the Boston office and contributes $50 per month to the transit or parking plan.
Company-sponsored outings
Klaviyo has regular in-person team offsites, as well as virtual activities like trivia nights, cooking classes craft workshops.
Free snacks and drinks
Klaviyo offers a well stocked kitchen with free snacks and drinks for all employees.
Some meals provided
Klaviyo often surprises employees with free breakfast or lunches.
Company-sponsored happy hours
Our Boston office hosts regular wine Wednesdays. In addition, individual teams and Klaviyo Resource Groups often gather for their own happy hours.
Onsite office parking
There is a parking garage underneath the building.
Recreational clubs
We have a number of Slack channels for Klaviyos with shared interests such as cooking, woodworking, 3D printing, and more!
Relocation assistance
In certain cases, for new hires in roles that are required to be in the Boston office, there is the potential for relocation assistance to be offered.
Fitness stipend
Klaviyos may be reimbursed up to $200 for exercise classes, equipment, financial health programs, etc. Additionally, BCBS provides Klaviyos up to $150 / year for fitness and weight loss programs.
Home-office stipend for remote employees
Depending on role, all employees receive a one time $500-1000 reimbursement to set up their home office, as well as a $65 monthly stipend for ongoing costs.
Onsite gym
Professional Development Benefits
Job training & conferences
All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses. You can also use your learning stipend to learn a new language!
Tuition reimbursement
All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses.
Lunch and learns
Klaviyo hosts weekly Munch 'n Learns, which are open to all employees.
Promote from within
Mentorship program
All new Klaviyos are given a K-buddy mentor in their first week to help them adjust to all things Klaviyo.
Continuing education stipend
All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses.
Online course subscriptions available
Customized development tracks
Paid industry certifications
All Klaviyos are reimbursed up to $3000 through our learning stipend to use for certifications, trainings, conferences and courses. The learning stipend can also be used to learn a new language!

Additional Perks + Benefits

At Klaviyo, we believe everyone should have access to coaching: that's why we offer confidential mental, financial, professional, physical and social coaching to every Klaviyo through Modern Health. Klaviyos are inherently curious, which is why we offer all employees our Klaviyo Books Program - if you want to read it, we'll pay for it! From Harry Potter, to Learn Python the Hard Way, to Dare to Lead, we've got you covered.

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