Description
Summary PROJECT OVERVIEW We're looking for a Customer.io specialist to become the hands-on owner of our Customer.io platform (lifecycle & marketing automation). We'll start with a paid, fixed-scope pilot project — setting up two-way SMS via Twilio — so we can work together on something concrete before committing to the ongoing engagement. CONTEXT We're a fintech serving Latin American communities, running lifecycle marketing on Customer.io across SMS, WhatsApp (via Botmaker), and email. Today our SMS sends are effectively one-way: when users reply to our messages, we have no operational way to receive and respond to them. We want two-way SMS working end to end via Twilio + Customer.io, so user replies are captured and our team can answer them. PILOT PROJECT (FIRST ENGAGEMENT) - Review our current Customer.io and Twilio setup - Configure Twilio for two-way SMS: phone number configuration, inbound message handling, webhooks - Connect inbound SMS to Customer.io so user replies are captured on the user's profile and can be responded to - Set up (or recommend) the workflow our team will use to view and answer user replies - Test end-to-end with US and Mexico numbers (E.164 validation, US/MX routing) - Document the setup and hand off to our team ONGOING ROLE AFTER A SUCCESSFUL PILOT: CUSTOMER.IO PLATFORM OWNER - Own Customer.io end-to-end: workspaces, journeys (entry logic, delays, branching), versioning, and pre-launch QA (frequency capping, exclusions, fallback logic) - Technical integrations: webhooks between our WhatsApp platform (Botmaker) and Customer.io, routing variables (US/MX), end-to-end integration testing, technical documentation and runbooks - Data & events: define event/attribute schemas with our Backend team, data QA and reconciliation against our BI tool (Metabase), identity resolution across channels, real-time suppression lists - Segmentation: complex conditional segments, converted into reusable, documented segments - Automated programs: loyalty/rewards automation, A/B tests with sticky cohorts and holdouts, API-triggered and broadcast campaigns, business-trigger notifications (e.g., FX rate thresholds), onboarding, churn, and reactivation journeys - Campaign operations: template management (Utility, Marketing, SMS, Email) with fallback logic, cross-channel dedupe and prioritization - Reporting & governance: success metrics by journey type, attribution and conversion-window reporting, journey-to-event dependency maps, standard holdout framework REQUIREMENTS - 2+ years hands-on experience administering Customer.io or a comparable platform (Braze, Iterable, Klaviyo) — Customer.io strongly preferred - Proven experience building multi-step, conditional journeys and A/B tested automations - Working knowledge of event-based data models and API/webhook integrations; Twilio experience for the pilot - Comfortable with SQL and/or BI tools (e.g., Metabase) for data QA and reconciliation - Experience coordinating directly with engineering teams on data and integration requirements - Strong documentation habits — runbooks, dependency maps, process documentation - Experience with WhatsApp Business messaging platforms (e.g., Botmaker) is a strong plus - Fluent English; fluent Spanish strongly preferred (US–Mexico market focus) - Latin America-based candidates preferred PROJECT DETAILS - First engagement: fixed-scope pilot (open to hourly or fixed pricing — please propose your rate) - Ongoing role: mid-to-senior level, independent ownership of a business-critical platform - Start: ASAP TO APPLY Please share: 1. Your experience with Customer.io (or Braze/Iterable/Klaviyo) and Twilio — specific examples of two-way SMS or similar integrations 2. A brief note on how you would approach the pilot setup 3. Your estimated timeline and rate for the pilot