Messaging Deliverability Specialist (SMS/WhatsApp)

Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick. About us We are Insider, the fastest-growing global MarTech scale-up and the #1 AI-native Customer Experience and Marketing platform trusted by enterprise brands worldwide. Our story began with six desks and a vision to create a single platform to make industry-first CX technologies and emerging channels accessible to marketers worldwide. Today, with 1500+ teammates across 50+ nationalities, we continue to push the boundaries of what’s possible in CX. Our architecture brings together unified customer data, advanced journey orchestration, and comprehensive AI capabilities by seamlessly blending predictive, generative, and agentic AI into a single customer engagement platform that empowers teams to activate customer engagement across 12+ channels. We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L’Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on. Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, achieving $200M in CARR (Committed Annual Recurring Revenue). According to Gartner, we are the dominant leader in Multichannel Marketing. Don’t just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves. From day one, Insider’s mission has not been only to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our corporate social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy, SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 27+ countries, driving initiatives in health, education, farming, animal rights, and increasing women’s representation in STEM. Behind all these achievements is an exceptionally talented, visionary team of overachievers across 27+ countries that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading. We are looking for an SMS /WA  Specialist who will work in close collaboration with the team to provide effective SMS /Wa services that support what we already provide for our clients. The SMS /WA Specialist will oversee all aspects of SMS marketing for the clients and will be responsible for the development of standard operating procedures going forward Key Responsibilities

Develop SMS/WA strategies for fast-growing clients

Determine the segmentation strategy, sequencing, and dynamic content for all SMS/WA clients

Work closely and consistently with the team to collaborate on the best strategies for our clients.

Deliver monthly reports with analysis of the performance of campaigns/flows along with strategic recommendations for continual improvement

Must have knowledge for SMS sender ID, ling code, short code, Branded URL

Monitor campaign delivery, troubleshoot issues, and ensure timely delivery of SMS messages

Stay up-to-date with SMS marketing regulations and best practices.

 Ensure compliance with relevant laws (e.g., TCPA) and maintain an understanding of opt-in and opt-out processes.

In-depth knowledge of TCPA Guidelines and Regulations

Knowledge of various platforms (Twilio,, Sinch, and other SMS platforms)

 Should be aware of creating WhatsApp Business Accounts, and verifying phone numbers in a single flow

 Should be aware of WhatsApp usage policies, brands, and content filtration policy.

Provision of status updates to the customer after each spot check and mitigation

Responsible for manual system testing, checking, and scanning of content, plus follow on recommendations re. best practices and SMS/WA methods.

Prepare presentations that document key learnings from test results.

Conduct monthly meetings with customers on "Lessons Learned" from each campaign, including successes and challenges, and use these to develop better campaigns in the future.

Proactively investigate and manage issues affecting email deliverability.

Create and deliver reports to demonstrate factors affecting deliverability and reputation.

Developing materials to promote the team, including presentation materials and case studies that highlight the challenges faced and the creativity, technology and methods used to overcome them.

Understand and follow workplace policies and procedures.

Skills and Requirements

Bachelor's degree, preferably in Business, Computer Science or related field

The right candidate will have 3+ years of relevant experience / knowledge in the following areas:

Marketing with a Digital marketing focus

Customer intelligence

Customer acquisition, development and retention practices

Campaign planning, execution, segmentation and targeting techniques

Email technology (prior experience in deliverability operations)

Expert level knowledge of audience development through email platforms

Familiarity with the major ESPs, Google Analytics, and email analytics systems a must

Previous experience working with the big four inbox providers on deliverability, with an appreciation of emerging delivery challenges

Demonstrated understanding of email, SMTP, MTAs, IP strategies, authentication technologies, reputation strategies, data hygiene, privacy, opt policies, anti-spam policies, SNDS, JMRP, Google postmaster, yahoo FBL.

A proven track record of success with growing customer engagement

Basic HTML and Email design / production experience

Additional Requirements

Extremely organized and thorough

Track record of successful consulting

Strong academic record including a degree

Excellent written and verbal communication skills

Ability to work effectively in a team environment; ability to work independently; ability to travel infrequently

A genuine interest in business challenges and ideation of solutions to meet customer business objectives

Superior conflict resolution, decision making and interpersonal skills

Strong problem-solving skills: diagnosis, root-cause assessment, option evaluation and resolution

Ability to manage multiple responsibilities and assignments simultaneously under strict deadlines

Additional Skills Advantageous To The Position

Expertise in HTML, CSS, JavaScript and other coding paradigms for digital marketing

Knowledge of SAAS products and customer base preferred

Experience with an ESP, ISP