**About the Company**
At CallsU, we deliver highly customized outbound and inbound solutions by combining calls, emails, and SMS messaging to drive higher conversions and measurable results.
By leveraging real-time business data and decades of sales and conversion expertise, our platform helps clients seamlessly combine multiple marketing channels to create optimized, data-driven customer journeys designed to increase conversions and maximize revenue.
Our goal is simple: to help our clients convert more customers and grow their revenues in a scalable and sustainable way.
**Location**
Remote
**Role Identification:**
- **Reports to:**
Senior Technical Account Support Specialist
**Role Mission**
Ensure technical excellence by acting as the primary builder and troubleshooter for client campaigns. You are not working on a pre-finished product; you are responsible for the end-to-end creation of the product itself-building campaigns, assets, and logic from the ground up while collaborating with Data, Network, and Call Center teams to deploy data-driven customer journeys.
**Responsibilities and Time Allocation**
Campaign Creation & Intake Checks (35%)
- Create campaigns and digital assets from scratch based on client needs.
- Review incoming requests for completeness; verify all required data, settings, and assets are present.
- Flag incomplete or inconsistent requests for immediate follow-up.
Development & Field Validation (25%)
- Develop content within assets and perform rigorous manual QA of all templates and journeys before launch.
- Set up precise campaign schedules, including country-specific rules and allowed time windows.
- Identify errors or missing fields in client data against system requirements.
Technical Coordination & Fixes (25%)
- Liaise with Data, NOC, and Call Center teams to resolve technical issues and ensure operational alignment.
- Provide full context for technical fixes, track their status, and maintain detailed internal technical notes and logs.
- Identify and escalate internal issues or anomalies to senior support when necessary.
Monitoring & Client Communication (15%)
- Conduct daily KPI report reviews to identify anomalies or delivery errors.
- Issue clear, non-technical requests to clients for missing data or clarification.
- Maintain all interactions and follow-ups within the designated ticketing system.
- Respond promptly to client inquiries using the designated communication channels.
**Requirements**
- Ability to work on an evolving product where you create the final output rather than just supporting a finished one.
- Proficiency in Microsoft Excel, Word, and PowerPoint to create and manage necessary data files.
- A disciplined approach to manually checking assets and schedules to ensure 100% accuracy.
- Comfortable working independently while actively coordinating with Data, Network, and Call Center teams.
**Decision Rights**
The Operations Support Specialist supports the day-to-day execution of technical support processes, including requesting missing or corrected information from clients or internal teams, ensuring tickets and campaigns submissions contain all required details, and creating escalation tickets for technical issues with Operations, NOC, Data teams. The role works within established processes and escalates cases that fall outside standard procedures.
At CallsU, we deliver highly customized outbound and inbound solutions by combining calls, emails, and SMS messaging to drive higher conversions and measurable results.
By leveraging real-time business data and decades of sales and conversion expertise, our platform helps clients seamlessly combine multiple marketing channels to create optimized, data-driven customer journeys designed to increase conversions and maximize revenue.
Our goal is simple: to help our clients convert more customers and grow their revenues in a scalable and sustainable way.
**Location**
Remote
**Role Identification:**
- **Reports to:**
Senior Technical Account Support Specialist
**Role Mission**
Ensure technical excellence by acting as the primary builder and troubleshooter for client campaigns. You are not working on a pre-finished product; you are responsible for the end-to-end creation of the product itself-building campaigns, assets, and logic from the ground up while collaborating with Data, Network, and Call Center teams to deploy data-driven customer journeys.
**Responsibilities and Time Allocation**
Campaign Creation & Intake Checks (35%)
- Create campaigns and digital assets from scratch based on client needs.
- Review incoming requests for completeness; verify all required data, settings, and assets are present.
- Flag incomplete or inconsistent requests for immediate follow-up.
Development & Field Validation (25%)
- Develop content within assets and perform rigorous manual QA of all templates and journeys before launch.
- Set up precise campaign schedules, including country-specific rules and allowed time windows.
- Identify errors or missing fields in client data against system requirements.
Technical Coordination & Fixes (25%)
- Liaise with Data, NOC, and Call Center teams to resolve technical issues and ensure operational alignment.
- Provide full context for technical fixes, track their status, and maintain detailed internal technical notes and logs.
- Identify and escalate internal issues or anomalies to senior support when necessary.
Monitoring & Client Communication (15%)
- Conduct daily KPI report reviews to identify anomalies or delivery errors.
- Issue clear, non-technical requests to clients for missing data or clarification.
- Maintain all interactions and follow-ups within the designated ticketing system.
- Respond promptly to client inquiries using the designated communication channels.
**Requirements**
- Ability to work on an evolving product where you create the final output rather than just supporting a finished one.
- Proficiency in Microsoft Excel, Word, and PowerPoint to create and manage necessary data files.
- A disciplined approach to manually checking assets and schedules to ensure 100% accuracy.
- Comfortable working independently while actively coordinating with Data, Network, and Call Center teams.
**Decision Rights**
The Operations Support Specialist supports the day-to-day execution of technical support processes, including requesting missing or corrected information from clients or internal teams, ensuring tickets and campaigns submissions contain all required details, and creating escalation tickets for technical issues with Operations, NOC, Data teams. The role works within established processes and escalates cases that fall outside standard procedures.
