Job Description

Customer.io Support Specialist

Position Overview

We are seeking a Customer.io Support Specialist to join our team. In this role, you will be the bridge between our support team, engineering team, and clients, ensuring smooth implementation and optimization of Customer.io across our organization and for our customers. You will provide expert guidance on platform capabilities, troubleshoot client issues, and drive continuous improvement of our Customer.io infrastructure. The ideal candidate is a detail-oriented professional who is passionate about customer success and platform expertise. You should be comfortable wearing multiple hats—providing direct support to clients, collaborating with engineering, and training new users.

Primary Responsibilities

• Work alongside INDY Support to respond to client queries and resolve issues related to Customer.io.
• Help set up customer segments and email journey, templates and campaigns in CIO for all features available and for any new developments from Indy or CIO
• Ensure timely and effective resolution of client concerns to maintain satisfaction and retention.
• Implement user data cleanup strategies to improve email metrics.
• Develop and manage SMS campaigns using 10 DLC for specific requirements.
• Help customers manage SMS opt-in and opt-out processes in compliance with regulations.
• Work alongside INDY Engineering to build and update messaging templates and segments that fulfill new feature requests.
• Set up new workspaces to accommodate new platform features.
• Configure and customize features to match client-specific needs and use cases.
• Review and update Customer.io setup when clients introduce new features or membership types requiring new email flows.
• Train INDY Support members on the fundamentals and best practices of Customer.io.
• Work alongside INDY Support to set up workspaces and conduct comprehensive training sessions for clients.
• Provide ongoing, advanced training to clients seeking to maximize platform value, including automated emails, segmentation, and workspace optimization.
• Conduct follow-up training sessions focused on targeting, automation strategies, and workspace efficiency reviews.
• Manage our internal Customer.io workspace for client communications.
• Create and refine communication templates and campaigns.
• Develop and maintain client-facing announcement templates for platform updates and new features.
• Help with Google Analytics integration within Customer.io.
• Set up and maintain link tracking for campaign performance analysis.
• Train customers on dashboards and reports to measure campaign effectiveness and client ROI.

Required Skills & Qualifications

• Proficiency with Customer.io platform (strong understanding of segments, automations, templates, and workspace management).
• Excellent troubleshooting and problem-solving abilities.
• Strong written and verbal communication skills.
• Ability to work effectively with both technical and non-technical team members.
• Experience with email marketing platforms and automation concepts.
• Attention to detail and organizational skills.
• Ability to prioritize multiple client and internal requests.

Preferred Qualifications

• Experience with SMS marketing and compliance (10 DLC, TCPA).
• Familiarity with Google Analytics and link tracking.
• Prior experience training and onboarding users.
• Knowledge of email deliverability best practices.
• Experience with customer communication platforms and marketing automation.

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