Deliverability Specialist (Messaging Channels: Email & SMS)

Why TrueML? TrueML is a mission-driven financial software company that aims to create better customer experiences for distressed borrowers. Consumers today want personal, digital-first experiences that align with their lifestyles, especially when it comes to managing finances. TrueML’s approach uses machine learning to engage each customer digitally and adjust strategies in real time in response to their interactions. The TrueML team includes inspired data scientists, financial services industry experts and customer experience fanatics building technology to serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring toward ensuring nobody gets locked out of the financial system. About This Role: At TrueML, digital communication isn't just a back-office utility—it is our core strategic moat and a vital revenue differentiator. As Email and SMS operations continue to scale, our senior channel specialists are absorbing a high volume of day-to-day operational and client-facing work, limiting their capacity to focus on higher-impact strategic initiatives. As the " Channel Operations Specialist " on the team, you will support both the Email and SMS channels, supporting operational workload—from client communication to daily performance monitoring—so that senior specialists can focus on deliverability strategy, risk management, and system evolution. What You'll Do: Support Clients & Stakeholders: Serve as a day-to-day operational point of contact for clients and internal stakeholders, managing routine communications, status updates, follow-ups, and request tracking, and ensuring tasks are documented, routed, and resolved in a timely manner. Support Email Operations: Assist with account setup, implementation, and onboarding execution for new clients; own a subset of lower-complexity accounts for routine operational support; and perform daily monitoring of email performance and deliverability indicators, escalating bounce, complaint, or traffic anomalies as needed. Support SMS Operations: Support SMS onboarding, integrations, and application setup (10DLC / Short Code); monitor daily SMS performance and data quality; and assist with requirement gathering and coordination across stakeholders. Drive Analytics & Monitoring: Review daily analytics across Email and SMS to identify anomalies, performance shifts, or operational risks; prepare recurring reporting packages and first-pass summaries; and support launch readiness checks to validate operational requirements before go-live. Own Documentation & Process: Maintain SOPs, runbooks, onboarding checklists, and client-specific operational documentation; own intake and triage of routine tickets; and support incident coordination by documenting issues and tracking actions. Provide Coverage & Continuity: Provide backup coverage for routine operational tasks across Email and SMS during PTO, absences, or workload spikes, helping close a key single-point-of-failure risk for the team. Who You Are: A Detail-Oriented Operator: You bring 1–3 years of experience in operations, client support, campaign/channel management, or a related coordination role, and can manage multiple concurrent requests without dropping details. Data-Curious: You're comfortable working with performance dashboards and reporting to spot trends, anomalies, and early warning signs across channels. Emerging Deliverability Knowledge: You have some familiarity with email deliverability concepts (bounce rates, complaints, domain/IP reputation) or are eager to build that expertise on the job. SMS/Compliance-Aware: You have exposure to, or interest in learning, SMS compliance and setup requirements such as 10DLC and Short Code registration. Platform-Comfortable: You have experience with, or are quick to learn, ESPs, CPaaS platforms (e.g., Twilio), or marketing operations tooling. A Clear Communicator: You write and speak clearly and professionally with clients and internal stakeholders, and you're comfortable operating under senior guidance while building toward independent ownership. Technology fluent : You are comfortable working with SQL and Python for basic data explorations and automations What We Offer (Perks & Benefits) Flexible vacation Medical/dental/vision insurance Traditional/Roth retirement savings options Company-paid disability and life insurance Flexible Spending Account & Limited FSA Family-friendly parental leave, volunteer and voting time off On-demand wellness platform access for you and 5 friends and family PerkSpot discount program for 900+ merchants nationwide Remote Work, Travel Expectations & Physical Requirements: This role supports a global, cross-functional business and operates primarily in a Remote-First environment. However, flexibility outside of standard business hours and occasional local or international travel may be necessary for global operations support, company meetings, training, offsites, and collaborative projects. This position primarily involves computer-based work, requiring extended periods at a computer, participation in virtual meetings, and use of standard office technology. We will consider reasonable accommodations to enable individuals to perform the essential functions of the role. Maintaining a reliable internet connection and a professional work environment is expected. The ability to protect confidential company, employee, customer, and business information while working outside of a company office is also required. Personally Identifying Information We collect personal information for employment purposes. We do not sell personal information. Most of the information we have is provided to us by you and/or collected as part of the employment process. For more details on how we use, share, and delete personal information see our Privacy Policy . Dedication to Diversity & Inclusion We are an equal opportunity employer. We promote, value, and thrive with a diverse and inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.