Location: Remote (ideally living in the Pacific Standard Timezone)

Compensation: $30–$40/hour (based on experience)

Schedule: Monday–Friday, 11:30 AM–8:00 PM PST (30-min lunch)

Hours: 40 hours/week + OT during peak political & holiday cycles (scheduled in advance)

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Join a Mission-Driven Team Powering the Future of Text Messaging

Prompt.io is on a mission to make secure, scalable, high-impact texting accessible to organizations of all sizes—especially in the political, advocacy, and nonprofit sectors. We’re proud to help campaigns, causes, and communities connect with people when it matters most.

Innovation, customer success, and a passion for impact drive everything we do. Our cutting-edge product suite, dedicated team, and proven leadership empower us to continually push boundaries and disrupt the texting industry.

Now, we’re growing—and we’re looking for an exceptional Technical Customer Support Specialist to join our remote-first team.

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About the Role

As a Technical Customer Support Specialist, you’ll be the frontline expert supporting customers who rely on Prompt.io for mission-critical communication. You will own the full lifecycle of support tickets, troubleshoot issues with confidence, collaborate across teams, and ensure every customer interaction is prompt, clear, and solutions-focused.

This role requires someone who not only excels at customer communication but also brings previous experience working with messaging platforms, along with a strong understanding of text messaging, deliverability, and telephony concepts. You don’t need to be an engineer—but you should be technically curious and comfortable learning how APIs, webhooks, and integrations work.

Your ability to blend customer care with technical savvy directly drives customer success, retention, and platform reliability.

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What You’ll Do

• Master the Prompt.io^TM platform end-to-end—including messaging workflows, deliverability, telephony settings, integrations, and common customer challenges.
• Manage and triage the support ticket queue with speed, accuracy, empathy, and a commitment to delivering a best-in-class customer experience.
• Diagnose and troubleshoot technical issues across platform functionality, configurations, APIs, webhooks, and account setup—escalating complex issues when needed.
• Collaborate cross-functionally with Customer Experience, QA, DevOps, Product, and Engineering to resolve escalations, surface product insights, and improve processes.
• Learn and navigate advanced technical concepts, including our REST API, webhooks, instant-app builder, and bots built in node.js—translating them into practical guidance for customers.
• Maintain an organized, efficient support desk, ensuring clear documentation, consistent follow-through, and a clean queue.
• Create and enhance knowledge resources, including FAQs, help articles, troubleshooting guides, and internal documentation.
• Communicate complex technical details in simple, clear, customer-friendly language that empowers users and reduces friction.
• Deliver exceptional, mission-focused service that reflects Prompt.io’s customer-first values and supports organizations doing meaningful work.

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Tools & Platforms You’ll Use

To excel in this role, you’ll work across several key systems that power our Customer Experience organization:

Core Support & Communication Tools

• HubSpot – Our CRM and primary ticketing system used to manage, triage, and respond to all customer support requests.
• Slack – Our internal communication hub and a channel for external customer communication and shared support rooms during urgent situations.
• Stonly – Our interactive documentation and incident update platform, used to publish guides, troubleshooting flows, and real-time updates to customers.
  
  

Prompt.io Product Ecosystem

You’ll become proficient in the same tools our customers rely on every day:

• Prompt.io – Our flagship secure, scalable text messaging platform used by political, advocacy, nonprofit, and enterprise organizations.
• PULSE – Our real-time deliverability and messaging intelligence tool used to monitor message performance, carrier behavior, throughput, and text program health.

You’ll leverage these tools daily to communicate clearly, troubleshoot efficiently, publish helpful content, and support organizations through their most important moments.

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What You Bring

• Proven experience providing customer support through a ticketing system (HubSpot experience strongly preferred)
• Strong background working with messaging platforms, texting systems, or communication tools
• Solid understanding of SMS deliverability, telephony fundamentals, carriers, and messaging best practices
• Excellent written communication skills
• Ability to translate technical concepts to non-technical audiences
• Strong troubleshooting and triage skills
• Ability to stay calm and effective when supporting customers in urgent or high-stress situations
• Willingness to support customers across the political spectrum
• Self-motivated, proactive, and able to work autonomously in a fast-paced remote environment

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Bonus Points

• Experience with APIs, integrations, or technical systems
• Background in political, advocacy, nonprofit, or association sectors
• Familiarity with 10DLC, short codes, long codes, sender verification, or carrier requirements

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Why You’ll Love Working at Prompt.io

• 100% remote-first work environment
• Meaningful mission helping causes, campaigns, and organizations connect with their audiences
• Highly collaborative team that values curiosity, empathy, and customer success
• Opportunities to grow your technical expertise and career path
  Work in a space that’s evolving quickly—with a company that’s leading the way
• Flexible Paid Time Off: We believe people are at their best when they have the time to rest their minds and bodies.
• Health Benefits (Medical/Dental/Vision/LTD/STD/Life/AD&D): A healthy team is a happy team. We offer a competitive medical and dental plan to keep you and your family in tip-top shape.
• 401(k): Another place to stash that hard-earned cash. We offer up to 4% employer match to help you save for the future.
• Team Appreciation: Virtual game nights and other company-wide activities help keep the Prompt.io team connected and energized.

Applicants must be authorized to work in the U.S. and not require sponsorship of a visa. Prompt.io is an equal opportunity employer and we value diversity. We are committed to finding talent that is not determined on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Please attach a resume with your application by emailing us below.