Global Sending Specialist

Sinch ClickSend is a global cloud-based SaaS communications platform for businesses and developers that enables companies of all shapes and sizes to easily and cost effectively communicate with their customers and staff via multiple channels. Sinch ClickSend has SMS at its core and powers billions of messages annually but has expanded to become a true all-in-one multi-channel business communications platform offering SMS, MMS, RCS, Email, Voice, Fax and Post by dashboard, API or hundreds of integrations.

We’re a small team based in Perth, Western Australia, but we’re a global brand with offices in the US, UK and Philippines. We’re part of Sinch, one of the biggest cloud communications companies on the planet based in Stockholm, and have all the benefits of being part of a larger group but we retain our ‘start-up’ mentality. We maintain a spectacular work life balance and try to mix fun and music into our days.

The Global Sending Specialist (GSS) is a key role within the Customer Operations Team, responsible for ensuring the provisioning and maintenance of numbers, registration of SenderIDs, and messaging routes. The GSS will be a key subject matter expert in all things relating to sending requirements and regulations, and ensuring the internal/external information, processes, and documentation is communicated to all parties involved (e.g. Sales, Support, Product etc). Working with Customer Operations Manager (COM) to identify trends and gaps, taking action to resolve and/or find solutions with global sending.

 

Key Responsibilities:

  • Have a clear understanding of registration process of TFN, 10DLC and shortcodes and to be able to carry out tasks associated with the process.
  • Be responsible for identifying and proactively addressing key issues related to sending deliverability.
  • Tracking, managing & reporting on aspects of operations: TFN registrations/rejections, 10DLC, Alpha Sending Approvals – implement better reporting where none currently exists.
  • Provide the right forum (E.g. weekly change forum) & communication to ensure all parties across ClickSend are briefed on change to regulation, process & takes action to work with key stakeholders.
  • Be responsible for ensuring ClickSend have up-to-date processes and documentation for global registration and provisioning numbers (internal and customer facing)
  • Liaise with internal teams on any restrictions that may affect the global sending registration process.
  • Be responsible for responding to vendor/supplier questions about message and campaign compliance and completing customer paperwork where required.
  • Has a clear overview and insight of spam and fraud incidents to continue to ensure we understand trends and how to identify them to assist ClickSend in approving it’s regulatory compliance (know what spam and fraud is)
  • Leverage data and reporting to identify patterns/trends for spam and fraud around the globe.
  • Escalate and take action on identified compliance or regulatory breaches, working to tight deadlines in high velocity activity.
  • Being able to identify major issues of concern within the global sending remit and reporting up the line when required.

 

To be successful in this position you will possess the following skills and attributes:

  • Ability to understand the global messaging business, including registration requirements for numbers, campaigns and senders
  • Strong customer focus to assist completion of paperwork/forms for registration
  • Strong organisational skills to ensure clear understanding of all applications required
  • Reporting skills, to table and escalate request volumes, processing times, rejection rates etc
  • Strong communication skills, with the ability to influence stakeholders and make recommendations for changes in processes and systems
  • Organisational leadership skills, including coaching and training with the wider ClickSend teams
  • Proficiency in Excel, data analytics and reporting

 

This is a fully remote role based in the Philippines and will require someone to have their own tools and reliable internet connection.

We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity.

Our values of Dream Big, Win together, Keep it simple and Make it happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

If you are looking for the next opportunity in your career and want to work for a people focused, growing tech company, then Apply Now.