Whatsapp Operations Specialist

At Braze, we have found our people.
We're a genuinely approachable, exceptionally kind, and intensely passionate crew.We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.To flourish here, you must be prepared to set a high bar for yourself and those around you.
There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.
Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back.
If Braze sounds like a place where you can thrive, we can't wait to meet you.WHAT YOU'LL DOBraze's Global Services and Support (GSS) team strives to protect the investment in our Technical Support and Professional Services offerings by ensuring that our business partners have the insights, tools, and processes they need to run effectively and efficiently.
Our organization is in an exciting transformative phase, and you will have the potential for tremendous growth and leadership opportunities as Braze continues to expand.
We are looking for someone who is highly motivated to make a difference, hands-on, and excited to grow with us.
Demand for Braze's messaging channel, WhatsApp, is rapidly increasing.
WhatsApp is an OTT (over the top) messaging channel where there are different technical considerations and support required than our SDK-based messaging channels, and there will be an opportunity for the Operations Specialist to learn the tools and processes to successfully execute our WhatsApp onboarding experience and beyond into the customer lifecycle.
You will collaborate with a diverse group of team members across Go to Market teams, including Product, Sales, Technical Support, One-Time Services, Customer Success, and our WhatsApp vendor, Meta.
You'll also be involved in other strategic initiatives critical to scaling our fast growing team.
If you're obsessed with problem solving, measuring success, and surfacing opportunities through data, we want to meet you!Responsibilities: Support the configuration of our customers' WhatsApp channel setup and capabilities, both for new and existing clientsBe knowledgeable about current WhatApp setup processes, landscape, best practices, and functionsAct as the main point of contact for Technical Support, One-Time Services, and Customer Success on to triage and manage escalations and requests related to WhatsAppCollaborate with Product and Engineering team members to stay up-to-date on WhatsApp Product roadmapInterface with Meta during Braze customer WhatsApp setup, when troubleshooting, or during a support escalationCollaborate with Global Services and Support leadership teams on ongoing program logistics, evolution, and operational needsEstablish and maintain documentation such as best practices and playbooks to support repeatability as we continue to scale this channel and its operationsDevelop and document solution ideas for tooling and processes to allow for improved self-service by the customer or internal Braze teams as well as streamlined and efficient ways of working across Braze teamsProvide input for Product recommendations to aid in WhatsApp setup and maintenance processesExposure to and ability to learn and support additional messaging channels such as SMS, Email, and Line WHO YOU ARE 1-3 years experience in an operational role with a technical product, ideally in a SaaS, mobile or marketing automation-oriented companyExperience with direct internal or external customer contact and the patience, confidence, and friendliness to create good customer experiences and cross-departmental collaboration Familiarity with WhatsApp as a messaging channel preferred but not mandatoryExcellent written and verbal communication skills; fluent in EnglishA desire to be hands-on in your daily work and drive accuracy through personal performanceA strong mindset of problem-solving across tools and processesAn understanding of the importance of data and reporting to demonstrate progression towards your goalsYou're capable of learning quickly and mastering operational systems and processesYour attention to detail and accuracy is evident in all that you do; you possess a strong attitude towards executionYou're empathetic and customer-centric You're process-oriented and enjoy the clarity of well-documented processes and best practices that bring structureYou're capable of working independently and also are energized from working within a team cross-functionally to help achieve the company's goalsYou embrace automation and are committed to continuous improvementYou want to help our broader Global Services and Support teams build the path to scaleGreat communication and collaboration skills to influence and align with multiple stakeholdersBonus Points: Knowledge of the Braze ecosystemKnowledge of Meta WhatsApp setup process (WhatsApp Business Account, etc.
)Experience with other tools like Salesforce cases/knowledge, Looker, Confluence #LI-HybridWHAT WE OFFERDetails of these benefits plan will be provided if a candidate receives an offer of employment.
Benefits may vary by location.From offering comprehensive benefits to fostering flexible environments, we've got you covered so you can prioritize work-life harmony.
Competitive compensation that may include equityRetirement and Employee Stock Purchase PlansFlexible paid time offComprehensive benefit plans covering medical, dental, vision, life, and disabilityFamily services that include fertility benefits and equal paid parental leaveProfessional development supported by formal career pathing, learning platforms, and tuition reimbursementCommunity engagement opportunities throughout the year, including an annual company wide Volunteer WeekEmployee Resource Groups that provide supportive communities within BrazeCollaborative, transparent, and fun culture recognized as a Great Place to Work® ABOUT BRAZEBraze is a leading customer engagement platform that powers lasting connections between consumers and brands they love.
Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform.
From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.Braze is proudly certified as a Great Place to Work® in the U.S., the UK and Singapore.
We ranked #3 on Great Place to Work UK's 2024 Best Workplaces (Large), #3 on Great Place to Work UK's 2023 Best Workplaces for Wellbeing (Medium), #4 on Great Place to Work's 2023 Best Workplaces in Europe (Medium), #10 on Great Place to Work UK's 2023 Best Workplaces for Women (Large), #19 on Fortune's 2023 Best Workplaces in New York (Large).
We were also featured in Built In's 2024 Best Places to Work, U.S. News Best Technology Companies to Work For, and Great Place to Work UK's 2023 Best Workplaces in Tech.You'll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, Jakarta, London, Paris, San Francisco, Singapore, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.BRAZE IS AN EQUAL OPPORTUNITY EMPLOYERAt Braze, we strive to create equitable growth and opportunities inside and outside the organization.Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices.
We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran.
When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria.
If this sounds familiar, we encourage you to apply, as we'd love to meet you.Please see our for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.