Track daily, weekly, and monthly metrics tied to community customers (accounts under $5K monthly spend)
Remain responsive and available to maximize customer satisfaction—addressing inquiries, technical requests, and following through on timelines
Proactively identify issues across your book of customers and engage internal teams to resolve them
Leverage AI to automate and optimize activities and processes
Respond to customer inquiries about messaging compliance, content guidelines, and registration timelines
Develop strong relationships with key stakeholders, establish critical goals and KPIs, and help customers achieve their messaging objectives
Review prospective traffic for compliance and work with customers to resolve messaging issues
Coordinate with the Telnyx Messaging Team to ensure a smooth compliance experience
Maintain and manage large datasets while keeping customers informed throughout the process

2+ years of customer service experience with a highly technical product, or project management experience in a professional setting (telecommunications background is a plus)
Resourcefulness—you're technically competent and enjoy solving problems for customers and teammates
Advanced organizational and time management skills
Excellent project management abilities, developing workflows to increase troubleshooting efficiency while following standard processes
Impeccable written and verbal communication—you're a strong listener who can stand in your customer's shoes
Analytical thinking—ability to analyze, synthesize, and apply information to solve problems swiftly while weighing pros, cons, and downstream effects
Integrity, transparency, and a bias toward action
Adaptability and introspection—ability to work under pressure and help others

Customer Success Manager

Key skills